Software Support Analyst

Westfalia Technologies is a leader in providing solutions for plants, warehouses, and distribution centers. We are seeking a dedicated and customer-focused Software Support Analyst to join our exceptional software development team. As a Software Support Analyst, you will be the first point of contact for our valued warehouse customers, providing exceptional support and resolving inquiries promptly. Strong communication skills are crucial in this role, as you will also be responsible for maintaining and advocating for customer-related items in our DevOps backlog. This role offers an excellent platform for growth and learning in a dynamic environment. 

Job Functions:  

• Serve as the initial point of contact for warehouse customers, offering exceptional support via phone, email, or chat while maintaining professionalism and empathy. 
• Share weekly-rotating 24-hour on-call responsibilities with other team members. 
• Analyze and troubleshoot customer inquiries, identifying and implementing timely solutions to meet or exceed customer expectations. 
• Maintain a support ticket backlog and advocate for the customer. 
• Collaborate with cross-functional teams, including business analysts, Software and PLC developers, to investigate and lead the resolution of issues. 
• Collaborate with development teams by assisting with light coding tasks to enhance customer-facing tools and interfaces. 
• Contribute to innovation and continuous improvement in software support processes, methodologies, and tools. 
• Contribute to the enhancement of support processes and workflows to improve efficiency and customer satisfaction. 
• Availability to travel to customer sites for diagnosing exceptionally complex issues. Expected travel: 0 – 6 weeks annually. 

Required Skills / Abilities: 

• Strong communication and interpersonal skills 
• Strong desire to understand and meet customer needs, ensuring a positive support experience. 
• Strong analytical and problem-solving skills 
• Strong desire to learn.  
• Experience with SQL, C#, and other .NET technologies. 
• Good collaboration skills 
• Works effectively with minimum direction 

Desired Education / Experience: 

• Bachelor’s degree in Computer Science or a related field 
• At least 2 years of professional support experience or similar experience 
• Fluency in both English and Spanish is a plus. 

Location Requirements:
Applicants located within 100 miles of the Westfalia Technologies Inc. Headquarters will be considered for this position.  

Why Work for Westfalia Technologies, Inc.?  
Our culture can be defined as one of progression and flexibility. Over the years, we have learned it is not only about pay or job title, but more importantly, the relationships and benefits that keep our employees happy and engaged! 

• Competitive Salary 
• Medical, Dental, and Vision Coverage 
• 401K and match options  
• Educational Assistance Reimbursement  
• Wellness Program 
• Healthy Living Reimbursement 
• Paid Parental Leave  
• And more!  

Check out our Careers page for more information regarding our culture and additional benefits at https://www.westfaliausa.com/company/careers!  

Westfalia Technologies, Inc. provides