Software Support Engineer

Job Summary

This position will be responsible for performing technical customer support responsibilities, including; troubleshooting issues related to MCC software and hardware associated with our high-power burn-in test systems, identifying software bugs and creating procedures for bug fixes, creating and implementing software test plans and generating test reports, integrating software on product hardware, developing a knowledge database, working cross-functionally with internal departments during the software design and test phases and supporting the Field Service Department.

Key Responsibilities

• Provide technical support to our customers, troubleshooting issues related to MCC software and hardware associated with our high-power burn-in test systems.
• Identify complex problems and resolve in a timely manner in order for the customer to avoid downtime.
• Identify software bugs, work with the customer to recreate issues and gather all of the information associated with the issue. Create documentation and testing procedures for bug fixes and software changes.
• Create and implement detailed software test plans/protocols and generate test reports to ensure software designs meet the customer specifications.
• Debug complex software implementations.
• Integrate software on product hardware.
• Develop a knowledge database of technical issues and resolutions.
• Creates and maintains Service Requests in our Support Portal, track testing and final releases of software packages.
• Work closely with other engineering disciplines, manufacturing and the customer throughout the software design and testing phases.
• Provide software support to customers for new and released products.
• Support the Field Service Department as needed in a Field Service Engineer capacity.
• Other duties as assigned.

Required Qualifications

• Bachelor of Science in Computer Science, Software Engineering, Electrical Engineering or related technical field, or equivalent combination of education and experience, including military experience.
• Five + years relevant experience.
• PC experience including Windows 11 platform and OS, device driver updates, network and database connectivity.
• Experience with issue tracking systems such as JIRA or Confluence.
• Ability to multi-task with minimal supervision while working independently or in a team environment.
• Strong written and verbal skills.
• Strong initiative, good work ethic and strong problem-solving abilities.

Benefits

• Paid Time Off
• Health Insurance
• Health Savings Account (HSA)
• Dental Insurance
• Vision Insurance
• 401(K) with Roth option
• Life & Disability Insurance
• Tuition Reimbursement & Discretionary Profit-Sharing Bonus