Software Support Specialist

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.

Who Thrives Here?

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.

Are You Our Next Software Support Specialist?

As a Software Support Specialist, you’ll be the first point of support for customers using our fastening and software products. You’ll troubleshoot issues, guide customers through solutions, and escalate more complex cases when needed. Your goal is simple: deliver a fast, professional, and positive support experience every time.

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” the support requests you take, becoming the expert that customers turn to for knowledge and help. In addition to helping our customers, our colleagues will also turn to you for advice and administrative tasks involving various platforms.

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 high-quality technical support for fastening and software products
• Respond to customer calls, emails, chats, and tickets within agreed SLA expectations
• Investigate issues using approved resources and document all actions taken
• Maintain accurate case notes, customer details, and time tracking
• 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
• Determine when issues require escalation and route requests to other contacts as needed
• 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 customer experience

• At least 1 ½ - 2 years of experience in technical support, customer service, troubleshooting, or a similar problem-solving role
• Experience and/or knowledge with the following software:
• Microsoft SQL. Basic server config and database setup, including ability to troubleshoot
• Windows Servers. Basic application installations, service setups, troubleshooting
• Windows PC/tablet knowledge for basic troubleshooting and application installation
• Basic log file knowledge. Understands what a log file is and what it does for troubleshooting
• Basic understanding of how networks and internet work
• Bonus if knowledge of Azure, Google and/or AWS cloud
• Bonus if knowledge with Linux, Kubernetes, Dockers and Simulators
• Bonus if JavaScript, C# or .Net Core programming knowledge
• Willingness to learn to become an expert in the above items
• Ability to thrive in a very collaborative, transparent, candid and team…