Software Support Engineer I

Inductive Automation LLC • Folsom, CA

17d • Onsite

About The Position

The Software Support Engineer I is responsible for driving customer success by helping our clients with technical inquiries, troubleshooting software issues and keeping their systems running efficiently. They are expected to provide an exceptional customer experience, in addition to broadening their understanding of Ignition through various responsibilities. This is a full-time, on-site position.

Requirements

• Bachelor’s degree in Computer Science, Computer Engineering, or similar experience
• Familiar with Windows, Linux, and OSX Platforms
• Familiar with programming concepts (Java, Python, etc.) and SQL language
• Familiar with relational databases (MS SQL Server, MySQL, Oracle, etc.)
• General networking experience (routers, switches, subnets, VLAN, etc.)
• Ability to talk on the phone for long periods of time
• A broad technical curiosity and proven technical understanding
• Excellent written and oral communication, and interpersonal skills

Responsibilities

• Driving customer success by being friendly, attentive, collaborative, and clear - all while keeping the customer's best interests in mind
• Developing a solid understanding of Ignition by continuously taking tickets and working towards an 85% familiarity with all Ignition subsystems
• Utilizing appropriate workflows, channels, and resources as a standard process for ticket work
• Demonstrating a high level of ownership by being the main driving force behind resolving their tickets
• Adhering to standards of problem solving as outlined in Support Troubleshooting Stages
• Meeting expected metrics and work product proficiency given tenure in role
• Maintaining detailed records of ticket progress by methodically accounting the issue, steps, resolution and then summarizing the relevant details
• Following up with customers frequently, having detailed and relevant summaries of ticket state and progress
• Maintaining a proactive line of communication at all times with both customers and management, while prioritizing phone calls
• Focusing on understanding the root cause of an issue by breaking down the problem
• Communicating technical issues both internally and externally to technical and non-technical audiences
• Applying accurate knowledge of common programming concepts by writing functions and debugging code
• Demonstrating knowledge of SQL syntax and concepts by having the ability to query different types of databases
• Continuing to expand knowledge of Ignition Software and adjacent technologies by completing required trainings and obtaining certifications
• Taking initiative in handling challenging tickets that are outside of comfort zone
• Maintaining a steady ticket intake, prioritizing our most urgent customers, and staying on top of assigned unresolved tickets

Benefits

• 100% Employee Covered Health Care: Don’t pay a dime for your medical, dental, and vision insurance
• Paid holidays, vacation, and sick time
• Company-matching 401k program
• Complimentary snacks and beverages
• Game room access (pool, table tennis, shuffleboard, foosball)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level