Summary of Position: The Software Support Engineer is responsible for providing technical assistance and support for software applications used internally or by customers. This role involves diagnosing and resolving software issues, collaborating with development teams, and ensuring high-quality service delivery to maintain system reliability and user satisfaction. By working closely with both technical and non-technical stakeholders, this position supports ongoing improvements in product functionality and user experience, reinforcing a proactive approach to problem-solving and continuous service enhancement. |
Key Responsibilities: - Troubleshoot and resolve software issues reported by users or internal teams.
- Analyze logs, replicate problems, and identify root causes.
- Collaborate with software developers to escalate and resolve complex bugs.
- Provide timely updates and solutions to stakeholders and customers.
- Document support processes, known issues, and resolutions in a knowledge base.
- Participate in software testing, validation, and deployment support.
- Monitor system performance and proactively identify potential issues.
- Assist in onboarding and training of new users or support staff.
- Contribute to continuous improvement of support tools and processes.
- Proactively monitor cloud systems, applications, and services for performance bottlenecks, security threats, and potential outages. Respond to alerts and take appropriate actions to mitigate risks.
- Assist product management with technical requirements.
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Required Skills and Qualifications: - Bachelor’s degree in computer science, Software Engineering, or related field.
- 2 years of experience in software support or technical troubleshooting.
- Experience with scripting languages such as Python, Bash, or PowerShell for automation and task management.
- Experience with APIs.
- Familiarity with containerization technologies like Docker and orchestration tools like Kubernetes.
- Experience with operating systems (Windows, Linux) and web technologies.
- Strong analytical and problem-solving skills.
- A strong customer-centric approach with a passion for delivering outstanding support.
- Excellent communication and interpersonal abilities.
- Ability to manage multiple tasks and prioritize effectively.
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Preferred Qualifications: - Strong understanding and hands-on experience with at least one major cloud platform (AWS, Microsoft Azure, or Google Cloud Platform).
- Familiarity with ITIL practices and ticketing systems (e.g., Zendesk, Azure DevOps).
- Knowledge of CI/CD pipelines and DevOps practices.
- Relevant cloud certifications (e.g., AWS Certified Cloud Practitioner, Azure Fundamentals, Google Cloud Digital Leader).
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Working Conditions/Physical Requirements of the Job: - Works effectively in a business office environment (Alpharetta, GA).
- Home office work environment that includes: a desk, chair, internet connection, etc.
- 40 hours a week with opportunity for occasional overtime
- Available for occasional after-hours consultation with clients and/or management across time-zones.
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The above is not intended to be an all-inclusive list of the duties and responsibilities of the job described, nor is it intended to be an exhaustive list of the skills and abilities required to do the job. Rather, it is intended only to describe the general nature of the job. Employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. |
