Support Specialist with Emphasis on Engineering Analysis (EA)

SUPPORT SPECIALIST (With Emphasis on Engineering Analysis) Department: Support Reports to: EA Lead/VP of Support and Training Division: Remote Classification: Salary/Exempt/Full-time JOB SUMMARY An EA Support Technician is responsible for providing frontline technical support services to Milsoft customers, including installation, troubleshooting, problem resolution, and maintenance in a 24/7 support environment. Phone, email, and remote connection software are utilized to resolve customer issues and achieve customer satisfaction. The position will require some travel and after-hours on-call support time. ESSENTIAL FUNCTIONS Directly resolves technical support inquiries through remote troubleshooting and diagnostics to ensure that all EA products and services function properly Advises customers on system settings and configurations that favorably impact software performance and user experience Must be able to turn customer concerns and requests into detailed tickets, including reproduction steps, for action by the Development team Translate complex operational and system processes into clear instructions and/or explanations as knowledge articles Document all customer interactions in a support ticketing system Adapt to new technologies and changes in software functionality through continuous product release cycles Upholds, safeguards, and promotes Milsoft’s values and philosophy relating particularly to ethics, integrity, and corporate responsibility Any other duties that may b