Support Engineer

Software Support Engineer

Location: Kennesaw, GA 31044 | Hybrid: In the office 3 days per week, working remotely 2 days

Employees: 800 | Industry: Enterprise software, supply chain, logistics, warehouses, manufacturing

Responsibilities

• Customer-facing software support, helping users navigate software issues, operational disruptions, fielding questions, and service requests
• Supporting incidents in collaboration with other departments, following incident management process, communicating and documenting issues clearly throughout the incident lifecycle
• Triggering the problem management process when recurring issues arise and known errors
• Analyzing software behavior, logs, interfaces, database information, system processes, and operational symptoms to identify causes and next steps in the process
• Supporting customers and internal teams with troubleshooting, technical clarification, request handling, workaround identification, and resolution coordination
• Supporting knowledge transfer by sharing best practices, lessons learned, technical guidance
• Occasional travel and overtime/after-hours support may be required based on customer needs

Requirements

• 2+ years of professional experience in technical support for software products and systems
• Experience with 2nd level support, incident analysis, troubleshooting, escalations, root cause analysis
• Experience with warehouse software, system architecture, user interfaces, databases
• Understanding of ITIL based support processes – incident management, problem management, change management, and knowledge documentation
• Hands-on experience with Linux, SQL queries, trace and log analysis, and software support tools

Benefits

• 401K with company match and no vesting, half day Fridays (in office), competitive health, dental, vision, life insurance, FSA, short and long-term disability, profit sharing, PTO, holidays, paid parental leave, subsidized daycare, tuition reimbursement, pet insurance, subsidized food delivery, quarterly company events, and volunteer opportunities

Compensation

• $70K - $95K