Systems Support Engineer | Customer Success

Systems Support Engineer
Colorado Springs, Remote
Posted 2 months ago

Colorado Springs, Colorado | Remote

DESCRIPTION

Industry: Information Technology – Computer Software
Job Category: Engineering – Electrical
Position Location: HQ or remote from US-based home office
Benefits Eligibility: Full Benefit Package

The company: Their software platform enables automotive and IoT manufacturers to get easy-to-use, compelling, Graphical User Interfaces (GUIs) on any embedded hardware. By providing powerful, professional-grade embedded GUI development tools, we help creative, customer-focused designers and software engineers worldwide efficiently deploy amazing user interfaces. Automotive, medical, industrial and consumer electronics companies rely on their best-in-class software and services to get their GUIs into production.

Primary Responsibilities:
Become a systems generalist across the company’s toolchain at the user interface and embedded systems level and stay current as the product line evolves
Monitor incoming customer support requests, triage and communicate status to customers in a timely manner
Investigate and debug issues, collaborate with cross-functional teams, and drive a majority of support cases to closure with quality solutions
Communicate with customers at the appropriate technical level, from graphic designers to embedded software engineers, and explain the tradeoffs of possible solutions
Escalate issues to the appropriate team (Product Engineering, Engineering Services) in cases where a solution requires additional product or project expertise
Build, maintain, and expand a knowledge base of known issues and solutions
Create concise, customer facing documentation and troubleshooting steps for common issues
Work with technical leadership to provide internal visibility for customer pain points and identify potential workflow improvements
Identify and communicate potential sales opportunities based on understanding and recognizing gaps in customers’ solutions

Required Education, Experience and Competencies:

BS in Computer Engineering, Electrical Engineering, Computer Science or a related technical discipline
3+ years of experience in software support, preferably using a graphical user interface platform
Experience programming and debugging embedded systems and understanding their limitations
Working knowledge of tools used in the Software Development Lifecycle (e.g., JIRA, GitHub)
Ability to analyze, understand, and decompose issues in order to determine root cause and solutions
Interpersonal skills and ability to interact and work with staff and customers in a global environment
Excellent written and verbal communication skills
Ability to work both independently and in a team environment — teams are often distributed
Excellent time management skills, ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment
Preferred:
Experience with ZenDesk
Knowledge of user flows and common constructs when creating graphical user interfaces

Security Clearance Required: No
Visa Candidate Considered: No

CANDIDATE DETAILS
2+ to 5 years experience
Seniority Level – Associate
Management Experience Required – No
Minimum Education – Bachelor’s Degree
Willingness to Travel – Occasionally

SCREENING QUESTIONS
Do you have at least 3 years of experience in Software Support, preferably using GUI platforms?
Do you have experience programming and debugging embedded systems and understand their limitations?
Do you have a working knowledge of Software Development Lifecycle tools, such as JIRA and GitHub?

IDEAL CANDIDATE
Who we want: We are seeking a dynamic Training Lead who is self-motivated and will share our passion for enabling clients to deliver a high-performance user experience on any embedded platform. The ideal candidate is an experienced trainer who enjoys working with the company’s customers to help them become proficient in the use of the the company toolchain to support the implementation and maintenance of their solutions. The candidate will collaborate closely with members of the Product Engineering and Marketing organizations to stay current with product development and to produce new training material.

WHY THEY’RE A GREAT COMPANY
Culture / Environment: They are currently in a period of strong, consistent growth, and they expect to aggressively accelerate that growth for the next 5 years and beyond. They have an exceptionally talented and highly invested team who is focused on their continued success and maintenance of our noteworthy company culture. They pride themselves in their high ethical standards and employee morale. They build based on a foundation of respect. They generously partner within their communities to support economic growth and accessible education for all, knowing that providing avenues toward careers in technology can end the cycle of poverty. They are committed to providing an environment of mutual respect, free of discrimination and harassment, where equal employment opportunity is available to all applicants and teammates. They believe that diversity and inclusion among our teammates is critical to their success as a global company, and they seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Job Features

Job CategoryFull-Time

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