Software Support Engineer

Kardex • Cincinnati, OH

3d

About The Position

The Software Support Engineer provides ongoing support for active customer sites using the Kardex FulfillX software platform, with the goal of maximizing system availability and stability. This customer-facing role troubleshoots, triages, and resolves support tickets promptly and accurately while maintaining excellent communication and customer service. Support primarily covers FulfillX, but may also include third-party software systems and integrations specific to customer sites.

The role coordinates the deployment of patches and upgrades to customer environments and provides feedback to the software engineering team on customer satisfaction and product quality. The engineer also contributes to continuous improvement. An on-call rotation provides support outside normal business hours as needed; occasional work during evenings, weekends, and holidays may be required for critical customer issues and system availability.

Requirements

• Strong communication skills.
• Strong customer service skills.
• Strong organizational skills.
• Strong troubleshooting skills.

Responsibilities

• Provide ongoing support to active customer sites using the Kardex FulfillX software product.
• Troubleshoot, triage, and resolve support tickets involving the FulfillX Platform and, where applicable, third-party software systems and integrations.
• Respond to customer support events with speed, accuracy, and excellent communication.
• Coordinate deployments of patches and upgrades to customer environments.
• Communicate customer satisfaction and product-quality feedback to the software engineering team.
• Help drive continuous improvement.
• Participate in an on-call rotation and occasionally work outside the standard work week, including evenings, weekends, and holidays, to support critical customer issues and maintain system availability.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed