Software Support Engineer

Bio-Techne•San Jose, CA

27d•Onsite

About The Position

By joining Bio-Techne, you'll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide. Position Description: Software Support Engineer for ProteinSimple, located in San Jose, CA: â Use advanced troubleshooting and software debugging techniques, including log analysis, and error code diagnostics, to identify software defects and provide root cause analysis of the defects. Utilize Software Development Life Cycle (SDLC), Agile methodologies, Fishbone diagram, 5 Why analysis, Failure Mode and Effect Analysis (FMEA), and root cause analysis. Provide recommendations and course of action for defect resolutions. â Lead the management of software patch releases, ensuring seamless deployment, testing, and documentation across all impacted systems through document management software like Arena. â Analyze and solve complex technical problems related to software functionality, performance, and usability, leveraging sound technical knowledge and judgement of Software problem solving and analytical techniques. â Collaborate with internal teams to perform end-to-end solution testing and validate software before deployment. â Serve as a Subject Matter Expert (SME) for all software-related inquiries which requires debugging customer environments, triaging issues and reproducing defects for further analysis of its impact on applications' operations. Understand software architecture and data structure modeling, Windows & Linux Operating Systems. Debug and develop applications with backend & frontend software stack tools including Python, Flask, Java, or Pycharm. â Work closely with software development, product management, and quality assurance teams to assess criticality of reported/existing issues and ensure appropriate escalations are tracked and resolutions are delivered as per defined Service Level Agreements using Jira & Salesforce. â Participate in bug reporting, root cause analysis, and code debugging in collaboration with functional developers by utilizing tools including Microsoft Visual Studio Code, Oracle Virtual box, Git, Jenkins, Jira, Zephyr; offering insights from customer experience. â Proactively identify and suggest improvements to software support workflows where feasible to increase efficiency. â Track, analyze, and report key performance metrics related to software support, including response times, issue resolution rates, and customer satisfaction scores. â Create and maintain comprehensive documentation for software releases, technical specifications, and user guides. â Participate in cross functional tasks such as new product development projects, support readiness teams, knowledge base improvement, and help improve internal processes and tools.

Requirements

Master's degree in Computer Science or closely related field with a minimum of 6 months of experience as a software customer support engineer or related occupation; or Bachelor's degree in Computer Science or closely related field with a minimum of 2 years of experience as a software customer support engineer or related occupation.
Must possess a minimum of 6 months with a Master's degree or 2 years with a Bachelor's of experience with each of the following: software problem solving and analytical techniques; software architecture and data structure modeling; SDLC, Agile methodologies, Fishbone diagram, 5 Why analysis, FMEA, and root cause analysis; Windows & Linux Operating Systems; reporting, analysis, and software management tools including Oracle Virtual box, Jira, Salesforce, Git, Jenkins, Zephyr, or Microsoft Visual Studio; and debugging and developing applications with both backend & frontend software stack tools, including Python, Flask, Java, or Pycharm.

Responsibilities

Use advanced troubleshooting and software debugging techniques, including log analysis, and error code diagnostics, to identify software defects and provide root cause analysis of the defects.
Utilize Software Development Life Cycle (SDLC), Agile methodologies, Fishbone diagram, 5 Why analysis, Failure Mode and Effect Analysis (FMEA), and root cause analysis.
Provide recommendations and course of action for defect resolutions.
Lead the management of software patch releases, ensuring seamless deployment, testing, and documentation across all impacted systems through document management software like Arena.
Analyze and solve complex technical problems related to software functionality, performance, and usability, leveraging sound technical knowledge and judgement of Software problem solving and analytical techniques.
Collaborate with internal teams to perform end-to-end solution testing and validate software before deployment.
Serve as a Subject Matter Expert (SME) for all software-related inquiries which requires debugging customer environments, triaging issues and reproducing defects for further analysis of its impact on applications' operations.
Understand software architecture and data structure modeling, Windows & Linux Operating Systems.
Debug and develop applications with backend & frontend software stack tools including Python, Flask, Java, or Pycharm.
Work closely with software development, product management, and quality assurance teams to assess criticality of reported/existing issues and ensure appropriate escalations are tracked and resolutions are delivered as per defined Service Level Agreements using Jira & Salesforce.
Participate in bug reporting, root cause analysis, and code debugging in collaboration with functional developers by utilizing tools including Microsoft Visual Studio Code, Oracle Virtual box, Git, Jenkins, Jira, Zephyr; offering insights from customer experience.
Proactively identify and suggest improvements to software support workflows where feasible to increase efficiency.
Track, analyze, and report key performance metrics related to software support, including response times, issue resolution rates, and customer satisfaction scores.
Create and maintain comprehensive documentation for software releases, technical specifications, and user guides.
Participate in cross functional tasks such as new product development projects, support readiness teams, knowledge base improvement, and help improve internal processes and tools.

Benefits

We offer competitive insurance benefits starting on day one: medical, dental, vision, life, short-term disability, long-term disability, pet, and legal and ID shield.
We invest in our employees' financial futures through 401k plans, an employee stock purchase plan (ESPP), Health Saving Account (HSA), Flexible Spending Account (FSA), and Dependent Care FSA.
We empower our employees develop their careers through mentorship, promotional opportunities, training and development, tuition reimbursement, internship programs, and more.
We offer employee resource groups, volunteer paid time off, employee events, and charity drives to build a culture of caring and belonging.
We offer an accrued leave policy with paid holidays, paid time off, and paid parental leave.
We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table.

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