Software Support Engineer

The software support engineer is a critical part of the software and support teams who is responsible for the on-going support of active customer sites utilizing the Kardex FulfillX software product. He/she will be in a customer facing position and will need strong communication, customer service, organizational and troubleshooting skills. He/She will be an important feedback point to the software engineering team on customer satisfaction and quality of the FulfillX product and the individual must be be able to help drive continuous improvement. The candidate will be responsible for troubleshooting, triaging, and resolving tickets around the FulfillX Platform.

Support will be focused on the FulfillX software product but could include additional third-party software systems and integrations based on the specific customer site.

Your tasks

Support active customer sites with the FulfillX software platform with the objective to achieve the highest level of system availability and stability as possible. In the event of a customer support event, this role supports through troubleshooting and resolution of issue(s) with speed, accuracy, and excellent communication.  This role will also coordinate deployments of patches and/or upgrades to customer environments.

Domestic and international travel is possible but is not an on-going expectation for the role.

Support the startup of the new company.

Job Requirements

Training/Education:

Technical degree in software engineering or a similar field is preferred

Professional Experience:

Experience with the below technologies preferred:

• C#
• HTTP
• Javascript (REACT)
• JSON
• Node Javascript

• SQL

Experience in using and communicating (verbally and written) in the following technologies:

• TeamViewer
• Microsoft Office 365 
• GitHub
• Azure DevOps or comparable agile software management tool

• Ticket management system such as Zendesk, etc.

Other Experiences:

Experience supporting and troubleshooting warehouse control systems is preferred

Experience with coordinating and collaborating with cross functional teams through multiple pieces of the Software Development Lifecycle (SDLC)

Detailed understanding of logistics and IT processes

Customer facing experience

Ability to work under pressure for short periods of time and remain calm, professional, and focused on priorities and tasks. (i.e., customer system down)

Key Role Characteristics 

• Motivation to be a key member in setting up a new business (startup environment)
• Entrepreneurial thinking
• Excellent communication and interpersonal skills
• Ability to establish effective working relationships across teams and cultures
• Self-driven, result oriented with positive outlook to success
• Advanced troubleshooting ability
• Clear focus on high quality and ensuring all the customers' needs are met
• Willing to question and ask “why” to software topics to drive continuous improvement 

Your profile