Software Solutions Engineer

Eaton Corporation • Raleigh, NC

1d

About The Position

Collaborate closely with internal teams to maintain a feedback loop that continuously improves support quality and escalates critical issues efficiently. Manage customer, partner, and user interactions within the support portal, ensuring seamless support experience. Respond to logged issues within defined SLAs, prioritizing tickets based on urgency and key metrics such as First Response Time, Issue Aging, and Mean Time to Resolution. Engage with customers, partners, and internal resources to resolve open issues, consistently meeting or exceeding committed timelines. Schedule and conduct interactive troubleshooting sessions (Webex, Teams, etc.) to resolve complex technical issues collaboratively. Plan and execute approved upgrades and patch deployments for customer application platforms, minimizing downtime and maximizing reliability. Escalate unresolved issues to development teams, tracking progress and ensuring timely resolution. Document advanced troubleshooting processes and solutions for use by the broader technical support team, promoting knowledge sharing and consistency. Capture and contribute actionable tips, solutions, and best practices to the Support Portal Knowledgebase, empowering users to self-serve and reduce ticket volume. Mentor and train lower-tier support team members on advanced platform topics, fostering skill development and reducing Tier 3 escalations. Maintain internal application instances with current software versions for reference and testing purposes. Contribute to the product feature video library by recording real-world usage examples, enhancing customer education and engagement.

Requirements

• Bachelor's degree from an accredited institution
• Minimum 3 years of software or technical support experience
• Intermediate to advanced Linux OS administration and troubleshooting.
• Proficient in browser troubleshooting using development tools.
• Advanced log analysis (OS and application).
• Network and hardware connectivity troubleshooting.
• Ability to manage escalations and urgent issues calmly and effectively.
• Strong prioritization and multitasking abilities.
• Proven track record of having a customer-centric mindset with a focus on satisfaction and results.
• Advanced troubleshooting of relational databases (PostgreSQL, MySQL, Oracle, SQL Server) via command line.
• Python and/or Shell scripting.
• Virtualization and experience with Hypervisors such as HyperV, ProxMox and vCenter

Responsibilities

• Maintain a feedback loop that continuously improves support quality and escalates critical issues efficiently.
• Manage customer, partner, and user interactions within the support portal.
• Respond to logged issues within defined SLAs, prioritizing tickets based on urgency and key metrics.
• Engage with customers, partners, and internal resources to resolve open issues.
• Schedule and conduct interactive troubleshooting sessions to resolve complex technical issues collaboratively.
• Plan and execute approved upgrades and patch deployments for customer application platforms.
• Escalate unresolved issues to development teams, tracking progress and ensuring timely resolution.
• Document advanced troubleshooting processes and solutions for use by the broader technical support team.
• Capture and contribute actionable tips, solutions, and best practices to the Support Portal Knowledgebase.
• Mentor and train lower-tier support team members on advanced platform topics.
• Maintain internal application instances with current software versions for reference and testing purposes.
• Contribute to the product feature video library by recording real-world usage examples.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees