Software Support Engineer

Overview

At Atlas Copco, we don't just value the work you do; we value who you are. We're a global technology leader with a 150-year legacy, aiming to make a positive impact on industries and communities around the world. Our commitment to sustainability and innovation keeps us moving forward, and we're looking for dynamic individuals who want to be part of that journey.

At Atlas Copco, success comes from curiosity, innovation, and a drive for excellence. If you enjoy problem-solving in a dynamic environment and deliver accurate, timely results while managing multiple priorities, you'll thrive here.

As a Software Support Engineer
, you'll serve as a senior technical resource for customers using our fastening and software products. You'll handle more complex and less-defined technical issues, apply advanced troubleshooting techniques, and exercise sound judgment when diagnosing and resolving problems. You'll also provide guidance and escalation support to Software Support Specialists, helping ensure consistent, high-quality outcomes across the team.

Working remotely with occasional domestic travel, you'll collaborate with local and global teams to keep customers productive, informed, and confident in the technology they rely on. You'll “own” complex support requests end-to-end, becoming a go-to expert for both customers and internal partners. In addition to resolving advanced customer issues, you'll be relied on to support peer problem-solving and knowledge sharing across the team.

If you enjoy solving problems, helping customers, staying organized, and being part of a service-driven team, this is the role for you.

This role supports our standard coverage model of 8:00 a.m. – 8:00 p.m. Eastern Time, with a primary weekday schedule of Monday–Friday, 11:00 a.m. – 8:00 p.m. ET. Candidates located on the West Coast may find this schedule aligns well with standard business hours.

Team members may voluntarily participate in an on-call rotation to provide additional coverage outside of standard hours, including limited weekend availability. On-call participation is scheduled at least one week in advance and is compensated through additional on-call pay in addition to base salary.

Occasional travel for training and meetings is expected (approximately 10%).

• Provide advanced technical support for fastening and software products, resolving complex or non-routine issues.
• Respond to customer calls, emails, chats, and tickets within agreed SLA expectations.
• Lead in-depth investigations, applying advanced debugging techniques and independent judgment.
• Maintain accurate case notes and customer information to support resolution quality and continuity.
• Communicate next steps, expectations, and optional service offerings.
• Ensure customer satisfaction before closing tickets and verify resolutions are complete.
• Serve as an "owner" for assigned tickets and shared processes; keeping documentation updated, sharing updates, and supporting our teams.
• Act as an escalation point and technical mentor for Software Support Specialists.
• Collaborate with Sales by identifying service or sales opportunities, and keeping customers' sales team informed of notable issues.
• Support onboarding of new team members and other administrative duties in various platforms.
• Participate in continuous improvement activities that provide customer value and enhance the customer experience.

• At least 5 years of experience in technical support, customer service, troubleshooting, or a similar problem-solving role

• Experience with the following software:

• Microsoft SQL. Debugging, server and database setup, including ability to develop custom queries for reports and scripting for troubleshooting.
• Windows Servers. Application installations, service setups, debugging.
• API and open telemetry knowledge and configuration.
• Log file reading. Understands what a log file is and does for troubleshooting.
• Troubleshooting network communication between devices.
• Bonus if experience Azure, Google and AWS cloud experience.
• Bonus if experience with Linux,…