Software Support Engineer

Job Description 

Looking for people who thrive in a fast paced, solutions oriented and creative environments. The Software Support Engineer is a focal point within the organization for customer support activities related to the Matrix Select software system. Specifically, in this role, the individual(s) will provide remote and field support to customers and operations teams for the installation and configuration of the system. The Software Support Engineer will work proactively and in response to ad-hoc support calls to ensure the software system is running properly in the production warehouse automation environments of our customers. The team will also develop and maintain support driven applications for use in those same environments. 

Responsibilities: 

• You will be part of the team designing and delivering innovative Logistics and Warehouse Automation Solutions
• Provide direct support for product release activities “on-site” at customer locations.
• Provide escalation support for short-term problem resolution activities.
• Perform direct coding and validation activities for support tools.
• Create documentation of system-level functionality from a support perspective.
• Install highly configurable hardware interfacing software.
• Gather information about the needs of the customers and the capabilities/usage of the underlying software components to drive product improvement activities within software engineering in a proactive manner.
• Works under pressure in restoring high-priority systems to operations.
• Days require on call after hours.
• Collaborate with the Product and Solution Architect, development and technology and Infrastructure, Operations, Engineering, Quality Assurance, and Systems Support to ensure system has appropriate support to run 24x7.
• Understand solution, including an understanding of all elements involved in development of the solution for customers
• Assist in executing User Acceptance Testing 

Qualifications 

• Bachelor’s Degree in Computer Science or a related field 
• 2+ years of experience as support engineer in any product-oriented discipline, working on complex hardware and software products, preferably in the area of Logistics and Warehouse automation. 
• SQL and SQL Server is required.
• Linux exposure is required.
• Powershell / python / Bash scripting experience is a plus.
• C# programming is desired.
• Gitlab experience a plus.
• Working knowledge of Windows O/S configuration is desired.
• Working knowledge of Windows User and Account management is a plus.
• JIRA experience a plus.
• Ansible and Kubernetes experience is desired.
• Experience working with engineering teams in a fast-paced technology company
• Excellent interpersonal skills
• Ability to manage high pressure situations and build trust with customers and stakeholders
• Ability to prioritize multiple simultaneous issues and tasks
• Outstanding time management skills and attention to details
• Strong communication and presentation skills
• Capability to work independently, take initiative with minimal supervision
• Excellent verbal and written communication, active listening, and interpersonal skills
• Organized and detailed oriented
• Experience to work on Agile development methodology