Software Support Engineer

As a Software Support Engineer, you'll provide software support for customers with complex conveyor and robotics systems driven by our in-house and third-party software providers. As a member of our Customer Service team, you'll use your WMS/WES/WCS troubleshooting skills to answer support calls, identify software and network issues, perform root cause analysis, and develop resolution plans while building lasting customer relationships.

• Serve as the SME on WMS/WES/WCS.
• Remote into customers' business-critical automation systems as part of a Service Desk team.
• Evaluate downtime and degraded systems by reviewing Windows server status, Windows and third-party services, trace files, event logs, and discussing symptoms with users.
• Troubleshoot within Linux environments, including command-line proficiency, reviewing or modifying system configuration files, and parsing logs to identify critical data.
• Apply knowledge of modern software architecture, applications, databases, and cloud services.
• Work closely with our internal Software QA and Implementation teams to develop SME-level knowledge.
• Troubleshoot computer networks (TCP/IP) in the context of application issues.
• Provide clarity to customers as issues arise and document troubleshooting for failure mode analysis.
• Serve as a primary contact for select customer sites after implementation, including site visits to build and maintain relationships.
• Commun