Software Support Engineer

Knapp Inc • Kennesaw, GA

11d • Hybrid

About The Position

The Software Support Engineer provides customer-facing software support for KNAPP customers when they experience software issues, operational disruptions, questions, or service requests related to KNAPP software solutions. The role functions as a software-focused Service Desk Engineer, supporting incidents in collaboration with other internal departments. The Engineer follows KNAPP’s Incident Management process, ensures clear communication and documentation throughout the incident lifecycle, and triggers the Problem Management process when recurring issues, known errors, or root-cause topics are identified.

Requirements

• Bachelor’s degree in Computer Science, Software Engineering, Information Systems, Computer Engineering, or a related field; equivalent relevant education or experience will also be considered.
• 2+ years of industry related experience.
• Technical understanding of warehouse software, system architecture, interfaces, databases, and logistics processes.
• Experience in 2nd Level Support, incident analysis, troubleshooting, escalation handling, and root-cause analysis.
• Understanding of ITIL-based support processes, including Incident Management, Problem Management, Change Management, and knowledge documentation.
• Advanced technical knowledge in Linux, databases, SQL/query analysis, trace and log analysis, and software support tools; experience with Java and/or C++ is preferred based on system scope.
• Strong analytical, communication, documentation, and customer-facing skills.
• Ability to work independently in a non-shift-based support role while coordinating effectively with shift-based operational teams when needed.

Nice To Haves

• experience with Java and/or C++ is preferred based on system scope.

Responsibilities

• Provide support to KNAPP customers experiencing software issues, operational disruptions, or service requests related to KNAPP software solutions.
• Work on incidents together with Service Desk, Logistics Operations Engineer`s, software development, project teams, Service Delivery, and other internal departments to support timely and structured resolution.
• Follow KNAPP’s Incident Management process, including incident analysis, prioritization support, escalation coordination, customer communication and closure activities.
• Analyze software behavior, logs, interfaces, database information, system processes, and operational symptoms to identify possible causes and required next steps.
• Support customers and internal teams with troubleshooting, technical clarification, request handling, workaround identification, and resolution coordination.
• Trigger and support the Problem Management process when recurring incidents, known errors, systemic issues, or root-cause topics are identified.
• Maintain accurate documentation, including incident notes, troubleshooting steps, technical findings, known errors, change information, test results, and knowledge articles.
• Support knowledge transfer by sharing best practices, lessons learned, and technical guidance with Service Desk, Logistics Operations Engineer`s, and other internal KNAPP teams.

Benefits

• 2 remote days per week when in office
• Half day Fridays when in office
• A beautiful new, state-of-the-art, office complex in Kennesaw, GA
• Industry competitive compensation
• Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
• 401k with a very generous employer match and no vesting!
• Paid Vacation & Holidays
• Profit Sharing
• Paid Parental Leave
• Subsidized Daycare
• Tuition Reimbursement
• Pet Insurance
• Subsidized food delivery
• Monthly celebrations
• Quarterly employee events
• Corporate Social Responsibility including recycling, sustainability and volunteering

What This Job Offers

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