Software (Tech) Support Engineer

We are looking for a highly talented Software Support Engineer to join our unique team. Provide SW Support for our products installed at customer sites around the world, working with global support functions, R&D, HW, and Application teams to make sure our tools function as designed.

Requirements

• Provide SW Support for our products installed at customer sites around the world
• Work with global support functions, R&D, HW, and Application teams
• Function as a technical support Tier for SW issues
• Contain all field SW escalations that don’t require code changes
• Independently resolve customer complex issues by analyzing product and system/computing issues (SW, IT, databases)
• Provide troubleshooting plans and technical solutions to field and Tiel-1 Tier-2 teams
• Reproduce customer issues on internal systems. Perform Root Cause Analysis
• Proactively identify points of failure and drive for resolution
• Involvement in new SW development
• Take part in SW development road map milestones, new features reviews, and customer demos
• Provide support-related inputs to be included in the next versions
• Participate in new products introduction
• Perform new installations/SW upgrades
• Troubleshoot complex cases and support local teams
• Develop training programs for field engineers and end users
• Proactively drive support-related feature developments within the team
• Initiate Support-related Specs, improvements, utilities and Document solutions, procedures, best-known methods
• Collect end-user pain points and work on solutions
• Develop in-house utilities, and tools, and work with the DevOps team to implement the same ideas, that enhance customer experience

Benefits

• Supportive work culture
• Empowerment to learn and grow
• Personal and professional growth opportunities
• Health and wellbeing programs