Engineer - Software Support
About The Position
Quest Global is seeking an Engineer - Software Support to handle technical issues escalated by L2 and support software and hardware installations in intralogistics and warehouse automation. The role prioritizes and resolves tickets according to severity and workflow, aims to resolve issues without L4/R&D involvement, and ensures committed service-level agreements are met. The engineer documents issues for R&D, follows ticketing procedures and escalation paths, and obtains and shares accurate site-specific and product documentation with the Client Service team. The role also supports the development of technically capable client service and engineering teams, monitors component-level reliability metrics, and develops frameworks to anticipate failures and implement preventive measures. This is an on-site role in Atlanta, Georgia, with rotational shifts and possible overtime.
Requirements
- B.Tech degree.
- 6 months to 2 years of experience in a 24/7 software support role.
- Experience with Linux/Unix.
- Experience with SQL.
- Experience or strong knowledge of Java, Python, and Shell.
- Mandatory domain expertise in intralogistics and warehouse automation systems.
- Willingness to work rotational shifts.
- Ability to commute to and from the Atlanta work location using personal transportation.
Responsibilities
- Efficiently handle and resolve technical issues escalated by L2.
- Take timely and effective action on tickets according to the established workflow, priority, and severity.
- Resolve as many issues as possible without involving L4/R&D.
- Meet the committed SLA for each reported issue.
- Follow ticketing SOPs and create tickets for R&D that include all relevant technical details.
- Follow the internal escalation matrix based on issue severity and resolution time.
- Obtain accurate site-specific and new-product or feature documentation from R&D and share it with the Client Service team.
- Support CSMs in developing technically capable assistant client service managers and service engineers.
- Create and monitor software- and hardware-component reliability metrics for each installation.
- Develop frameworks to predict potential or future failures and ensure appropriate preventive measures are taken.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
