Software Support Specialist

ABOUT dataPARC

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At dataPARC, we don't just make software — we help manufacturers make better decisions. With over 25 years of experience, we've built a reputation for delivering one of the most intuitive and powerful industrial analytics platforms available.

We're a forward-thinking company, always looking for employees who bring fresh perspectives and new ideas to our space. If you're dedicated to making a difference in manufacturing, we want to hear from you.

dataPARC is part of the BTG Group, subsidiary of the Voith Group, a global organization with offices in North America, Europe, Latin America, and Asia.

dataPARC is a division of Capstone Technology, part of the BTG Group, a subsidiary of the Voith Group.

GENERAL SUMMARY:

We are looking for a dedicated and customer-focused Software Support Specialist to join our team! This role suits someone who is proactive, highly accountable, and solution oriented. This is a full-time role focused on end-to-end ownership of technical support cases, from initiation through to successful resolution. The selected candidate will directly engage with customers to troubleshoot issues, manage cases, and ensure timely resolutions. In addition to case handling, the support specialist will lead technical projects, including server migrations and version rollouts, collaborating with client cross-functional teams such as IT, Engineering, and Operations to ensure seamless implementation.

This role requires hands-on problem-solving and independent case management, along with the technical leadership needed to oversee customer interactions and project outcomes. This is an individual contributor role with no managerial responsibilities.

This position works a Sunday through Thursday day shift, providing essential Sunday and early-week coverage for the North America support team and supporting dataPARC's ongoing expansion toward true 24x7 global support.

LOCATION - This position is remote (North America).

Responsibilities

• Serve as the main contact for technical support cases, engaging directly with customers, vendors, and resellers via phone and email, providing prompt and professional service.
• Take full ownership of assigned cases, managing all troubleshooting activities and guiding customers in gathering necessary information for resolution.
• Resolve advanced technical issues in dataPARC software, primarily on Microsoft OS platforms.
• Coordinate effectively across teams to address and resolve complex cases while maintaining high service standards.
• Lead technical projects (e.g., server migrations and version rollouts) by identifying infrastructure requirements, coordinating with customer teams, and independently performing application-side tasks from initiation to completion.
• Develop proficiency in SQL Server Administration, T-SQL scripting, and VBA scripting as needed.
• Create and document detailed solutions for technical issues, ensuring clear communication of technical solutions.
• Contribute to product testing and improvement by simulating customer environments, reporting bugs, and assisting with updates.
• Provide training to customers on product functionality and customization to empower effective product use.
• Maintain accurate time tracking for project management and billing purposes.
• Mentor junior team members, setting a strong example of technical expertise and customer service.
• Handle escalations and provide critical support for high-impact issues.
• Meet or exceed performance metrics related to case resolution and customer satisfaction.
• Maintain clear, detailed documentation for all case notes, solutions, and customer interactions to support knowledge sharing and consistency.
• Foster a positive, collaborative team culture and participate in an on-call rotation for after-hours support as needed, ensuring availability during assigned periods.

Organizational Responsibility Statement

Responsible for personal safety and the safety of the team. In addition to the job-specific responsibilities listed above, all employees are expected to support and model BTG's Code of Conduct and support BTG's Values: Innovative, Reliable, Fair, Sustainable and Ambitious. Employees will be held accountable for knowledge and effective application of these principles.

Supervisory Responsibility

• No supervisory responsibilities

Required Knowledge, Skills and Abilities

• Minimum of 5 years of experience in a technical support role, with a proven track record of independently resolving complex cases.
• Expertise in taking full case ownership, with hands-on troubleshooting skills and the ability to guide customers effectively.
• Advanced proficiency in performance, network, and software troubleshooting on Windows Client and Microsoft Server OS environments.
• Familiarity with Active Directory, Group Policy, and TCP/IP networking.
• Exemplify patience, empathy, and clear communication, particularly in high-stress or high-priority situations
• Strong communication, documentation, and organizational skills, with an emphasis on detail-oriented case follow-through.
• Excellent customer service approach, balancing technical expertise with a collaborative attitude.

Schedule

• Sunday through Thursday: 8:00 AM to 5:00 PM (PST).
• Day-shift position providing Sunday coverage for the North America team; participation in an on-call rotation for after-hours support may be required.

Languages

• Required: English – Fluent

Preferred Education

• Bachelor's Degree (Preferred: Computer Science)

Preferred Qualifications

Will be required learning if not already experienced

• SQL Server Administration, T-SQL, VBA scripting.
• Experience working with Time Series Historians (e.g., dataPARC, AVEVA PI, Aspen IP.21, Honeywell)

Physical conditions/Working Environment

• Requires prolonged sitting and/or frequent mobility.
• Occasional lifting up to 20 lbs.
• Requires manual dexterity to operate keyboard, calculator, and other office equipment.
• Requires normal range of vision and hearing. xhyhwjd

RECRUITMENT PRIVACY NOTICE:

Please note, before applying to a BTG/Capstone job posting or sending us your resume/CV, kindly refer to BTG's Recruitment Privacy Notice which is available on our website at thank you for the interest in BTG/Capstone; however only those candidates selected for an interview will be contacted.