Software Support Engineer

• Base Pay $97,476.00 - $ / Year
• Employee Type Exempt FT
• Required Degree 4 Year Degree

Description

This salary information serves as a general guideline. Final offers are based on various factors, including qualifications, skills, experience, and other job-related criteria.

Paid Time Off, Health Insurance, Health Savings Account (HSA), Dental Insurance, Vision Insurance, 401(K) with Roth option, Life & Disability Insurance, Tuition Reimbursement & Discretionary Profit-Sharing Bonus.

This position will be responsible for performing technical customer support responsibilities, including; troubleshooting issues related to MCC software and hardware associated with our high-power burn-in test systems, identifying software bugs and creating procedures for bug fixes, creating and implementing software test plans and generating test reports, integrating software on product hardware, developing a knowledge database, working cross-functionally with internal departments during the software design and test phases and supporting the Field Service Department.

• Provide technical support to our customers, troubleshooting issues related to MCC software and hardware associated with our high-power burn-in test systems.
• Identify complex problems and resolve in a timely manner in order for the customer to avoid downtime.
• Identify software bugs, work with the customer to recreate issues and gather all of the information associated with the issue. Create documentation and testing procedures for bug fixes and software changes.
• Develop action plans and resolutions for our customers and effectively communicate with external and internal customers.
• Create and implement detailed software test plans/protocols and generate test reports to ensure software designs meet the customer specifications.
• Debug complex software implementations.
• Integrate software on product hardware.
• Develop a knowledge database of technical issues and resolutions. Creates and maintains Service Requests in our Support Portal, track testing and final releases of software packages.
• Work closely with other engineering disciplines, manufacturing and the customer throughout the software design and testing phases.
• Provide software support to customers for new and released products.
• Support the Field Service Department as needed in a Field Service Engineer capacity.
• Other duties as assigned.

• Bachelor of Science in Computer Science, Software Engineering, Electrical Engineering or related technical field, or equivalent combination of education and experience, including military experience.
• Five + years relevant experience.
• PC experience including Windows 11 platform and OS, device driver updates, network and database connectivity.
• Experience with issue tracking systems such as JIRA or Confluence.
• Ability to multi-task with minimal supervision while working independently or in a team environment.
• Strong written and verbal skills.
• Strong initiative, good work ethic and strong problem-solving abilities.

• Knowledge of digital electronics and some hardware background.
• Software testing experience.
• Customer support experience with a highly technical product.
• Experience with Python and SQL.
• Experience with communication protocols (MODBUS, Ethernet).

The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Position is primarily stationary with the need to sit or stand most of the workday.
• Specific vision abilities required for this job include close vision, distance vision and ability to adjust focus.
• May be required to periodically crouch, stoop, bend, or reach across all planes.
• Employee must frequently lift and/or move up to 10 pounds and occasionally lift/or move material weighing up to 60 pounds, 0 - 33 % of time.
• Ability to travel to customer sites, as necessary.
• May be exposed to high noise levels for short amounts of time. Noise levels average around 70 decibels and intermittently reach 85 decibels when working near large machinery (hearing protection required).