Customer Support Engineer - Software

Job Description

Job Description

Job Title:  Customer Support Engineer - Software

Department:  Support Engineering 

Reports To:  Technical Support Supervisor

FLSA Status:  Exempt, Salary, Full-Time

Shift:   Standard Day Shift, Monday - Friday

Supervisory Level:  None

Job Description:

The Customer Support Engineer - Software solves complex customer problems and adapts customer solutions to ensure Sightline products work successfully within their applications. As an engineer within Support, this role investigates issues across software, customer code, APIs, cameras and imaging systems, algorithms, integrations, and development environments. Responsibilities include working directly with customers and partnering with Support, Product, and Engineering departments to resolve customer issues. When resolution requires new features or fixes within the core product codebase, this role provides clear, technically complete findings to the Engineering team responsible.

This role will be communicating directly with customers to troubleshoot issues they may experience while embedding our system into their devices. Troubleshooting will include reviewing and writing code in C++. 

Core Responsibilities

Customer Integration & Technical Support

• Investigate and resolve complex customer issues involving software configuration, customer code, APIs, cameras or sensors, video pipelines, algorithm configuration, communications, and development environments.
• Reproduce reported behavior, analyze logs and diagnostics, isolate likely causes, and communicate practical resolutions, workaround, and next steps.
• Develop, update, debug, test, and review customer-owned or customer-specific code, integrations, utilities, scripts, examples, and configuration solutions.
• Provide customers with technical guidance on implementation, integration, configuration, and best practices. 
• Develop reusable diagnostic tools, sample codes, reference integrations, and documentation to improve Support capabilities and successful customer outcomes. 
• Support approved Engineering Services engagements through requirements analysis, scope definition, project planning, software design and development, verification and validation, documentation, and deployment to customers.

Engineering Collaboration & Customer Feedback

• Determine whether an issue can be resolved within Support or requires involvement from other teams, including Software, Camera and Imaging, Algorithm, Systems, or Product.
• When resolution requires changes to Sightline product software or hardware, provide technical findings, including use case, reproduction steps, expected and observed behavior, customer context and business impact, diagnostics, troubleshooting performed, and recommended areas for investigation.
• Translate customer experience and Support trends—including issues resolved within Support—into actionable recommendations for Product and Engineering to improve product capabilities, integrations, usability, diagnostics, documentation, and training.

Technical Leadership

• Build broad product and customer integration knowledge while developing deeper expertise in designated technical areas.
• Strengthen Support through coaching, documentation, knowledge sharing, and reusable troubleshooting methods.
• Communicate complex technical behavior clearly to customers and internal technical and nontechnical audiences.
• Other duties as assigned.

Qualifications :

• Bachelor's degree in Computer Science, Software Engineering, Electrical Engineering, Computer Engineering, or a related field, or equivalent practical experience.
• 2-4+ years of experience in software development, applications engineering, software support engineering, technical integration, or another customer-facing engineering role.
• Working knowledge of C/C++. 
• Strong coding, troubleshooting, and debugging skills, including experience with APIs, logs, version control, development environments, and system integration. 
• Ability to work directly with customers to assist with complex issues, offering high-quality customer service and communication in both written and verbal form.
• Ability to troubleshoot issues across software, cameras and imaging, algorithms, hardware interfaces, and customer environments.
• Must be authorized to work in the United States on a full-time basis.
• Compensation will be based on the candidate's recent and relevant experience.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

Apply Expertise in Technology

Complies with policies on acceptable use of technology; Applies knowledge of computer skills to perform the job successfully; Displays the ability to learn new computer skills.

Strategic Thinking

Develops strategies to achieve organizational goals. Understands organizations’ strengths and weaknesses. Analyzes market and competition to identify external threats and opportunities. Adapts strategy to changing conditions.

Planning/Organizing

Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Business Acumen

Ability to connect people with strategies to operational and financial outcomes.

Learn & Research

Demonstrates the understanding of newly presented information and retention for future applications.

Math Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reliability

Good attendance; Balances professional and personal commitments effectively; Delivers work product on time and within the assigned parameters of the task.

Cultural Awareness

Awareness to think and act in intercultural environments appropriately; Respecting the diverse backgrounds of the people around them.

Gives & Receives Feedback

Articulates positive and constructive feedback appropriately; Gives recognition to a job well done; Upholds accountability; Accepts feedback from all employees.

Communication & Collaboration

Works effectively within a team; Shares information and acknowledges others’ efforts; Helps others when workloads are high; Keeps team and supervisor information of tasks.

Analytical

Synthetizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data

Innovation

Generates creative and original ideas of approaches; Seeks to improve performance; Proactive to identify and create new opportunities.

 

Physical Demands:

This role requires standing, walking, and sitting for extended periods; communicating in person and by phone; using hands to operate objects or controls; and reaching with hands and arms. Occasional stooping, kneeling, bending, crouching, and lifting up to 25 pounds may be required. Close and distance vision, depth perception, color vision, and focus adjustment are also needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  Work Environment  

Work is performed primarily at a desk using standard office equipment in a quiet, casual environment that encourages open communication, teamwork, mutual respect, and alignment with the organization’s mission, values, and goals.

This job description may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required to do this job.