Software Support Engineer

Kardex • Cincinnati, OH

3d

About The Position

The Software Support Engineer supports active customer sites using the Kardex FulfillX software platform, with the goal of achieving the highest possible system availability and stability. In this customer-facing role, the engineer troubleshoots, triages, and resolves support tickets with speed, accuracy, and clear communication. Support primarily focuses on FulfillX, but may also cover third-party software systems and integrations at customer sites.

The role is part of the software and support teams and serves as a feedback point to software engineering regarding customer satisfaction and product quality, helping drive continuous improvement. The engineer also coordinates deployment of patches and upgrades to customer environments. An on-call rotation provides support outside normal business hours as needed; occasional evening, weekend, and holiday work may be required to address critical issues and maintain system availability.

Requirements

• Strong communication skills.
• Strong customer service skills.
• Strong organizational skills.
• Strong troubleshooting skills.
• Ability to support customer sites and resolve software support issues.

Responsibilities

• Provide ongoing support for active customer sites using the Kardex FulfillX software product.
• Troubleshoot, triage, and resolve 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 provide support outside normal business hours as needed.
• Occasionally work 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