Software support engineer

Job Description

Position Summary: The Software Support Engineer is responsible for delivering high-quality technical support, installation, and training for software solutions. This role combines customer-facing support with hands-on system implementation, requiring strong troubleshooting skills, technical expertise, and the ability to communicate effectively with customers both remotely and on-site.

Key Responsibilities:

• Provide remote (phone/email) technical support for proprietary software applications
• Troubleshoot Windows OS, networking, and system-level issues impacting software performance
• Install, configure, and support software at customer sites
• Assist customers with network configuration, system integration, and basic IT administration
• Diagnose and resolve software and hardware issues both remotely and on-site
• Deliver customer training sessions (on-site and classroom) for individuals and groups
• Set up and maintain Windows servers and database environments as needed
• Collaborate on and lead technical projects related to software, systems, and infrastructure
• Document issues, solutions, and best practices to improve support efficiency
• Manage multiple support requests, prioritize effectively, and follow through to resolution
• Represent the company professionally in all customer interactions
• Perform additional duties as assigned

Qualifications & Experience:

Required:

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience)
• Strong experience supporting Windows environments (Windows 10/11, Windows Server)
• Working knowledge of networking fundamentals (TCP/IP, DNS, basic infrastructure troubleshooting)
• Experience in a technical support or customer-facing support role
• Strong problem-solving and analytical skills
• Excellent verbal and written communication skills

Preferred:

• Experience with database systems (Microsoft SQL Server, Oracle, PostgreSQL)
• Familiarity with Linux environments is a plus
• Experience with software installation, deployment, or system integration
• Background in manufacturing, automation, or SMT equipment is a plus

Work Environment & Physical Requirements:

• Frequent standing, walking, and use of tools (manual and automated)
• Ability to lift and move up to 50 lbs
• May require climbing, balancing, kneeling, crouching, or extended standing
• Moderate noise environment in certain work settings

Additional Requirements

• Ability to travel up to 50%, sometimes on short notice
• Strong customer service mindset with a professional demeanor
• Highly organized with the ability to manage multiple priorities
• Team-oriented with the ability to collaborate across departments and with customers
• Self-motivated with attention to detail and a sense of ownership