Technical Support Engineer

About the role

This role is focused on software technical support, helping customers resolve application and system issues while ensuring a high level of customer satisfaction. This position blends technical troubleshooting, customer support, database and Windows administration, customer training, and collaboration with software engineering teams, with opportunities to work with AI technologies and industrial automation systems.

Responsibilities

• Provide technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot software issues.
• Collaborate with the development team to resolve complex issues.
• Document and track customer issues and problems.
• Assist in the creation of support documentation and knowledge base articles.
• Conduct training sessions for customers on software usage.
• Travel approximately 5% of the time to different customer locations and Dematic locations in the United States.
• Participate in an on-call rotation during non-business hours.

Requirements

• Bachelor's Degree (Computer Science, Software Engineering, or related field)
• Proven experience in software support or a similar role
• Strong problem solving skills and attention to detail.
• Excellent communication skills, both written and verbal.
• Experience with Oracle / MS SQL databases
• Experience with Windows operating systems
• Open to working with AI, preferably hands on experience.

Preferred Skills

• Material handling experience
• Experience with Java, Golang, or Python
• Customer Service experience

Benefits

• Career Development
• Competitive Compensation and Benefits
• Pay Transparency
• Global Opportunities

Pay

The base pay range for this role is estimated to be $X–Y at the time of posting. Final compensation will be determined by various factors such as work location, education, experience, knowledge, and skills.