Technical Support Engineer

Descriptio

n for Technical Support Engineer:

The Technical Support Engineer will provide remote technical support, focusing on diagnosing and resolving software issues related to our clients’ products and software. Responsibilities include taking ownership of customer issues, accurately defining problems, utilizing diagnostic tools to identify solutions, and determining root causes for permanent resolution. The role involves following standard procedures for escalation and communication, providing timely updates to clients via various communication channels, and maintaining accurate documentation in the CRM system.

Responsibilities for Technical Support Engineer:

• Ownership: Taking ownership of customer issues reported and seeing problems through to resolution.
• Response: Intaking the customer challenge, refining and defining the problem definition that the Customer is experiencing.
• Resolution: utilize various software diagnostic tools to quickly research, diagnose, troubleshoot and identifying solutions to resolve the system issue.
• Root Cause: determine the root cause of the issue to permanently resolve.
• Procedures: Following standard operating procedures for proper escalation and communication with the stakeholders (internal and client).
• Communication: provide timely and frequent communication to the client on the status of the issue, utilizing email, phone, chat and Zoom as well as Teams technology.
• Documentation: maintain the support case notes in Numina’s CRM with timely, accurate and useful/relevant information. Utilize the revision control system to document any patches/updates used to resolve the case.
• Hours will be one of the following shifts:
• 10 – 6:30 CT
• 7 – 3:30 CT
• 9 – 5:30 CT
• *If desired, start times can be set to the ½ hour between 7 and 10:30, with corresponding end time based on start time*
• There will be on/call and weekend support needed

Requirements for Technical Support Engineer:

• BS or MS in computer science
• 2+ years of experience in a customer technical supporting role
• Experience in warehouse/distribution center automation and operations a plus
• Strong written and verbal communication skills
• Outlook, Zoom, Teams
• MS Office – Word, Excel, PowerPoint proficiency
• Strong customer service focused culture required
• Proficiency in one or more of the various software languages such as C, C++, Go, Perl, Java, Java Script, HTML
• Working knowledge of Linux OS
• Awareness of Android OS a plus
• Familiarity with general networking, proficiency a plus
• DataBase – SQL, Maria DB proficiency required
• Ability to read and interpret technical layouts, schematics, documentation and diagrams.
• Strong analytical skills
• Strong communication & customer service skills

Benefits for Job Title:

• Bonus
• Health
• Dental
• Vision
• Lif
• AD&D
• Disability
• PTO
• Holidays
• 401(k) match