Software Support Engineer

KION Group•Wauwatosa, WI

1d•$65,000 - $140,000

About The Position

Dematic is seeking a Software Support Engineer to provide remote, second-level customer support as part of its Customer Service team. The role works closely with customers, first-level technicians, and software and technical engineers to resolve customer issues. The employee may also participate in emergency situations that require on-site support. The schedule is rotating 12-hour day shifts, four days on and four days off. The role includes approximately 5% travel to customer and Dematic locations within the United States, as well as participation in an on-call rotation during non-business hours.

Requirements

Bachelor's degree in Computer Science, Software Engineering, or a related field.
Proven experience in software support or a similar role.
Strong problem-solving skills and attention to detail.
Excellent written and verbal communication skills.
Experience with Oracle or MS SQL databases.
Experience with Windows operating systems.
Experience with Java, C, C#, or Python.
Customer service experience.

Nice To Haves

Material handling experience.

Responsibilities

Provide technical support to customers by phone, email, and chat.
Diagnose and troubleshoot software issues.
Collaborate with the development team to resolve complex issues.
Document and track customer issues and problems.
Assist in creating support documentation and knowledge base articles.
Conduct customer training sessions on software usage.
Travel approximately 5% of the time to customer and Dematic locations in the United States.
Participate in an on-call rotation during non-business hours.
May participate in emergency situations requiring on-site support.