Software Support Engineer

Software Support Engineer


Job Summary
The Software Support Engineer provides the first line of technical support to our Customer Success staff. They serve as an intermediary between Customer Success staff and development teams to identify root causes of customer issues in order to quickly deliver solutions to any problem that a customer might encounter. They are able to take an issue and turn them into an experience that wows customers. Not only does the Software Support Engineer verify issues, but they also identify and pursue solutions, interacting with customers and internal support representatives to deliver maximum customer satisfaction. The Software Support Engineer also enjoys working in a dynamic work environment through interacting with multiple development teams to find solutions for customers.

Responsibilities
Understands & Fulfills Customer Needs & Requirements: Understands and clearly articulates customer needs and requirements and also services larger business needs of the company

  • Works to troubleshoot problems in real-time, interacting with customers and internal support representatives to deliver maximum customer satisfaction

Application Component Design: Works with Software Engineers to design innovative components of back-end systems applications or solutions to meet internal customer needs and requirements

  • Brainstorms and implements ways to streamline our processes to keep our support structure fast and adaptable
  • Identifies, verifies, and reproduces difficult issues to solve customer problems that may come from multiple sources

Stakeholder Relationship Management: Manages relationships with Customer Success and Quality Assurance teams to ensure all required features are provided by these teams to ensure successful delivery of the product

  • Acts as a first line of development software for our Customer Success staff to diagnose and troubleshoot issues that arise from our customers
  • Collaborates with functional testers in Quality Assurance to assist in testing and regression analysis
  • Facilitates the resolution of complex issues that may require the involvement of multiple teams and roles
  • Interacts as a part of multiple development teams to find solutions for customers

What You’ll Need
Education

  • Undergraduate Degree or equivalent combination of education and experience in a related field.

Skills

  • Excellent problem-solving skills
  • Strong ability to influence and inspire your team
  • Ability to self-motivate
  • Passion for troubleshooting and root cause analysis
  • Ability to communicate with technical and non-technical individuals
  • Translate communication with technical and non-technical individuals when needed

Experience

  • Coursework or experience in computer/engineering related fields preferred
  • Experience working with a geographically distributed team
  • Experience in providing software support to non-technical users

Read More Here

Skills

Posted on

May 5, 2022