Software Implementation Support Specialist

Requirements

• 3-5 years of experience in technical support, implementation, or training, preferably in a software or technology-driven setting.
• Solid grasp of troubleshooting hardware, software, and networking concepts; capable of interpreting logs to diagnose issues.
• Proficient in creating and maintaining training documentation, user manuals, and support materials.
• Outstanding communication and presentation abilities, with the capacity to convey technical details to both technical and non-technical individuals.
• Excellent organizational and task management skills; adept at handling multiple tasks and meeting deadlines.
• Willing to travel up to 50% for on-site implementations, training, and partner assistance.
• Flexible, solution-focused, and capable of thriving in a dynamic, fast-paced environment.

• Facilitate product implementations and offer daily support to internal teams, partners, and clients.
• Create, update, and enhance release playbooks, onboarding resources, and support documentation.
• Design and conduct training sessions for internal teams, partners, and end-users, including in-person support when necessary.
• Collaborate with Product and cross-department teams to synchronize support procedures with the product roadmap and release schedules.
• Act as the main contact point for end-user challenges, diagnosing issues related to hardware (e.g., tablets, printers), networking, and software.
• Analyze support trends and suggest improvements to enhance efficiency and overall customer satisfaction.
• Assist in release preparedness efforts, such as documentation, training coordination, and establishing support frameworks.

We are an industry leader committed to shaping the future of critical data center infrastructure and the manufacturing marketplace. As a Support & Implementation Specialist, you will engage hands‑on in facilitating successful product launches and delivering exceptional technical support for our internal teams, partners, and customers. Our position offers competitive compensation and extensive benefits, including employer‑sponsored medical, dental, and vision coverage, along with a 401(k) with a company match.

We provide clear opportunities for professional growth as our company continues to expand. This role can be performed onsite in Richmond, VA, or remotely based on the candidate’s location and business requirements.