Software Support Engineer

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