Software Support Engineer

Software Support Engineer

Job Description:

We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what’s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what’s next to power infinite possibilities for our customers, colleagues and society at large.

About the Role

The Software Support Engineer provides post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. This role provides application maintenance and support, troubleshoots and performs root cause analysis, and implements resolutions for Incidents, Service Requests and Problem Requests. The Software Support Engineer works within the Technical Customer Support Function as a generalist or in a combination of disciplines.

Key Responsibilities

• 1. Technical Support & Maintenance

• a. Provide post-sale technical support services including installation, troubleshooting, problem resolution and maintenance

• b. Advise on all technical maintenance, issues, and support activities on applications

• 2. Troubleshooting & Resolution

• a. Troubleshoot and implement resolutions on maintenance and support requests

• b. Resolve problems with products, software, and processes using expert troubleshooting skills

• 3. Root Cause Analysis

• a. Perform root cause analysis of issues and implement permanent solutions

• b. Report on root causes of issues and document findings

• 4. Incident & Request Management

• a. Provide application maintenance and support ensuring alignment in resolution of Incidents, Service Requests and Problem Requests

• b. Categorize, prioritize, and triage maintenance and support requests with business users

• 5. Fixes & Workarounds

• a. Provide fixes and workarounds while working closely with development teams

• b. Implement solutions to maintain health of production systems

• 6. Documentation & Processes

• a. Document processes, standard operating procedures, and solution requirements

• b. Maintain documentation to support knowledge transfer and process improvement

• 7. Cross-Functional Collaboration

• a. Work with Infrastructure, DevOps and Service teams to provide application maintenance and support

• b. Communicate solutions to business users and obtain sign-off on solutions

• 8. Technical Skills

• a. Apply solid understanding of supporting web-based applications and troubleshooting

• b. Adhere to Agile and DevOps methodologies to support enterprise applications

• 9. Impact

• a. Impact own work and the work of others on the team

• b. Support achievement of objectives through quality technical support and problem resolution

• We power infinite possib