Software Support Engineer

Kardex • Cincinnati, OH

6h

About The Position

Support active customer sites with the FulfillX software platform with the objective to achieve the highest level of system availability and stability as possible. In the event of a customer support event, this role supports through troubleshooting and resolution of issue(s) with speed, accuracy, and excellent communication. This role will also coordinate deployments of patches and/or upgrades to customer environments. The software support engineer is a critical part of the software and support teams who is responsible for the on-going support of active customer sites utilizing the Kardex FulfillX software product. He/she will be in a customer facing position and will need strong communication, customer service, organizational and troubleshooting skills. He/She will be an important feedback point to the software engineering team on customer satisfaction and quality of the FulfillX product and the individual must be able to help drive continuous improvement. The candidate will be responsible for troubleshooting, triaging, and resolving tickets around the FulfillX Platform. Support will be focused on the FulfillX software product but could include additional third-party software systems and integrations based on the specific customer site.

Requirements

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

Responsibilities

• Achieve the highest level of system availability and stability for customer sites.
• Troubleshoot and resolve customer support issues with speed, accuracy, and excellent communication.
• Coordinate deployments of patches and/or upgrades to customer environments.
• Provide ongoing support of active customer sites utilizing the Kardex FulfillX software product.
• Act as a customer-facing representative requiring strong communication, customer service, organizational, and troubleshooting skills.
• Provide feedback to the software engineering team on customer satisfaction and product quality.
• Drive continuous improvement.
• Troubleshoot, triage, and resolve tickets related to the FulfillX Platform.
• Support the FulfillX software product, potentially including third-party software systems and integrations.

What This Job Offers

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