Software Support Engineer I troubleshoots and develops technical solutions related to software and setup errors for field engineers, technicians, and customers. Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion. Being a Software Support Engineer I escalates urgent problems requiring more in-depth knowledge to appropriate internal resources. Requires a bachelor’s degree in area of specialty. Additionally, Software Support Engineer I typically reports to a supervisor or manager. To be a Software Support Engineer I typically requires 0-2 years of related experience. Works on projects/matters of limited complexity in a support role. Work is closely managed.
Software Support Engineer Job Description Template
Our company is looking for a Software Support Engineer to join our team.
Responsibilities:
- Act as the primary liaison between Engineering and Support;
- Conveys customer feedback to product development staff;
- Act as a technical consultant for Support and offer solutions for customers’ problems;
- You lead troubleshooting on applicable operating systems (i.e. Microsoft Windows, UNIX, Linux, and etc.) and network environments;
- Manage and maintain incoming support tickets and phone calls from customers from receipt through resolution;
- Work effectively with all hardware components that are part of our software platform;
- You engage in the development, testing and implementation of new systems and solutions;
- Prepare accurate and timely reports for Operations Stakeholders;
- Work with software development engineers to understand the overall technical architecture and how each feature is implemented;
- Perform design, implementation and maintenance of single product modules/sub-systems or on lower level issues of multiple products;
- You are responsible for executing defined processes and solutions, such as compliance to escalation procedures and customer support processes;
- Retrofit code fixes for base issues into customer environment;
- Utilize creative problem-solving skills to assist in technical troubleshooting and analysis for customer reported issues;
- Work effectively in an Agile environment;
- Establishes technical proficiency in design, implementation and unit testing.
Requirements:
- Experience with scripting languages (Perl, PHP, Javascript, etc…);
- Experience with CRM database;
- Able to communicate effectively with Support, Software Development Teams, Operations Stakeholders, and Product Owners;
- Having knowledge of .Net technologies, SQL server, tracing and understanding of the logs;
- Reliable teamplayer that is on-time, engaged, and contributing;
- Eager to take on issues & tickets, resolve them rapidly for Support and for the end-customers;
- A broad technical curiosity and proven technical understanding;
- Experience scripting, debugging the code and configurations is desired;
- Good writing, editing, interpersonal and communications skills;
- Bachelor’s degree in computer science or business or has equivalent technical training and/or work experience;
- Familiarity with SQL databases (MS SQL Server, MySQL, Oracle, similar);
- Ability to work independently and as a team member;
- Two years of experience or equivalent proficiency in application support. Must have experience with .NET, SQL or C# programming;
- Any experience with FileNet or experience supporting an enterprise content management application will be helpful not but required;
- Bachelor’s degree in computer science or relevant field.