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

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