Software Support Engineer

Software Support Engineer About the Role: As a Software Support Engineer, you'll provide software support for customers with complex conveyor and robotics systems driven by our in-house and third-party software providers. As a member of our Customer Service team, you'll use your WMS/WES/WCS troubleshooting skills to answer support calls, identify software and network issues, perform root cause analysis, and develop resolution plans while building lasting customer relationships. In This Role, You Will: Serve as the SME on WMS/WES/WCS. Remote into customers' business-critical automation systems as part of a Service Desk team. Evaluate downtime and degraded systems by reviewing Windows server status, Windows and third-party services, trace files, event logs, and discussing symptoms with users. Troubleshoot within Linux environments, including command-line proficiency, reviewing or modifying system configuration files, and parsing logs to identify critical data. Apply knowledge of modern software architecture, applications, databases, and cloud services. Work closely with our internal Software QA and Implementation teams to develop SME-level knowledge. Troubleshoot computer networks (TCP/IP) in the context of application issues. Provide clarity to customers as issues arise and document troubleshooting for failure mode analysis. Serve as a primary contact for select customer sites after implementation, including site visits to build and maintain relationships. Communicate effectiv