Lead Software Support Engineer
1 week ago
Fortna is looking for a Lead Software Support Engineer to join our high-impact customer support team. In this role, you'll provide Level 2/3 technical support to FORTNA clients, leveraging your expertise in software development, coding, networking, and troubleshooting to resolve issues in a fast-paced, client-facing environment.
You'll collaborate with cross-functional teams across engineering and development to ensure timely, high-quality support.
Weekend Shift Required: This position requires a full 8- or 10-hour shift on both Saturday and Sunday, with 23 weekdays off depending on the shift worked.
Responsibilities:
- Assist in mentoring and training newer engineers on the team
- Provide Level 2/3 customer facing technical support
- Demonstrate a strong understanding of Warehouse Execution Systems (WES) / Warehouse Control Systems (WCS) to ensure timely resolution of critical incident tickets (P1/P2) while documenting resolution steps and conducting Root Cause Analysis (RCA)
- Participate in on-call support, analyze and troubleshoot issues, and implement necessary fixes
- Collaborate with the Product and Development teams to resolve complex problems on a high priority basis
- Foster a team atmosphere by actively collaborating with other team members
- Maintain high-quality software source code and documentation
- Provide remote support and troubleshooting for client systems
- Ability to prioritize and execute tasks in a high-pressure environment
- Work effectively in a team-oriented and collaborative environment
- Demonstrate strong interpersonal, organizational, time management, and problem-solving skills
- Excellent written and oral communication skills
- Possess exceptional listening and interpersonal skills
Qualifications:
- Bachelor's in computer science or related technical field
- Experience with Warehouse Execution Systems (WES) / Warehouse Control Systems (WCS) is highly desired
- Minimum 8+ years of experience with direct software customer support and development
- Minimum 8+ years of experience in Core Java/J2EE stack
- Minimum 5+ years of experience with Spring, Spring Boot, and Hibernate, including Spring Data JPA
- Minimum 5+ years of experience writing SQL queries and working with Oracle or any other Database
- Hands-on experience with Web services and Microservices architecture
- Strong understanding of REST API and unit testing frameworks
- Strong understanding of distributed architectures and design patterns
The base salary range for this role is $115,900 to $173,800. This base salary range represents the low and high end of the base salary range for this position. Actual base salary offered will vary based on various factors including but not limited to location, level, job-related knowledge, skills, experience, and performance.
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