Software Technical Specialist - MGC

Essential Functions

• Lead the triage, prioritization, and resolution of software bugs, incidents, and support requests.
• Review and validate incoming reports, assess impact, and assign severity levels.
• Route issues to appropriate teams and ensure timely resolution.
• Conduct preliminary debugging and root cause analysis.
• Analyze logs, stack traces, and memory dumps.
• Reproduce issues in test environments to assist in diagnosis.
• Provide direct support to customers by assisting in issue resolution.
• Create and maintain user guides, installation manuals, release notes, and troubleshooting documentation.
• Update content to reflect new features, fixes, and process changes.
• Develop both internal and customer-facing resources to support issue resolution and product use.
• Act as the first point of contact for software-related issues raised by Technical Support, Professional Services, Product Management teams.
• Perform initial investigations and escalate as needed with supporting documentation.
• Develop and maintain a highly technical understanding of the security risk posture of all MGCD products.
• Maintain accurate and up-to-date security risk documentation for all MGCD products.
• Complete customer requests for product security risk assessments and security risk corrective action plans.
• Manage the cybersecurity and vulnerability testing processes for all MGC software applications.
• Aid in verification and validation activities.

Competencies/Success Factors

• Research Skills/Info
• Detail Orientation
• Quality Focus
• Results Focus/Output Orientation
• Analytical Skills
• Customer Focus
• Team Orientation
• Problem Solving
• Change Management

Physical Demands

• Frequent standing, sitting, walking, bending, stooping, twisting.
• Occasional lifting up to 50 lbs., occasional heavier lifting.
• Occasional pushing, pulling and handling materials.