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Technical Support Engineer

1 month ago

Other US Location CSG Full time

E-commerce and the automated distribution centres that make it possible are key components of the modern economy, and our client is a respected provider of the technology that powers the distribution industry. Our client is an established, growing technology company and as a member of their development team, you will join them in designing and creating not just software that drives automation you can see and touch, but software that makes a difference.

We are seeking a Technical Support Engineer to provide technical support to clients remotely. Giving such assistance means that it's all about solving problems from the moment we engage with the client until the customer's issue is resolved.

The ideal candidate is knowledgeable in material handling automation to aid in diagnosing and resolving software system issues. The candidate will be expected to be self-motivated and work as part of a team to resolve customer issues and determine root cause of given issues.

Responsibilities:

1. Ownership: Taking ownership of customer issues reported and seeing problems through to resolution.

2. Response: Intaking the customer challenge, refining and defining the problem definition that the Customer is experiencing.

3. Resolution: utilise various software diagnostic tools to quickly research, diagnose, troubleshoot and identifying solutions to resolve the system issue.

4. Root Cause: determine the root cause of the issue to permanently resolve.

5. Procedures: Following standard operating procedures for proper escalation and communication with the stakeholders (internal and client).

6. Communication: provide timely and frequent communication to the client on the status of the issue, utilising email, phone, chat and Zoom as well as Teams technology.

7. Documentation: maintain the support case notes in the CRM with timely, accurate and useful/relevant information. Utilise the revision control system to document any patches/updates used to resolve the case.

8. Travel Requirements: No regular travel is required for this position

Requirements:

1. BS or MS in computer science

2. Experience in warehouse/distribution centre automation and operations a plus

3. Strong written and verbal communication skills

4. Outlook, Zoom, Teams

5. MS Office - Word, Excel, PowerPoint proficiency

6. Strong customer service focused culture required

7. Proficiency in various software languages such as C, C++, Go, Perl, Java, Java Script, HTML

8. Working knowledge of Linux OS

9. Awareness of Android OS a plus

10. Familiarity with general networking, proficiency a plus

11. Database - SQL, Maria DB proficiency required

12. Ability to read and interpret technical layouts, schematics, documentation and diagrams.

13. Strong analytical skills

14. Strong communication & customer service skills