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As the Technical Support Software Engineer, you will perform post-sales telephone and on-site technical software support for the US Service organization. You will assist with software installation, configuration and testing for new installations, upgrades, and/or maintenance. This is an onsite role, will need to be located within commuting distance of our Newark, DE site. You must possess an excellent level of product knowledge and serve as liaison between the US organization and engineering staff. You will take ownership of technical software issues, and work with our Internal product groups to resolve more advanced issues when necessary. In this role, you will resolve and escalate field issues without the need for management intervention. In the event of an issue, you will document troubleshooting and problem resolution steps. You will log service issues in our CRM system. Your tasks will include assisting with software upgrades and enhancements in the field. You will manage new software releases and system configuration details. You will effectively coordinate and deliver training for field engineers to enable successful installations, preventative maintenance, and troubleshooting break fix repairs. One of your duties will be to maintain a healthy relationship with manufacturing, engineering, and project teams, feeding back ideas for product improvement.
