Software Support Engineer - onsite

SSI SCHAEFER is a leading material handling company that’s been in business since 1937. We’re a privately held international company with lots of diversity. You may be wondering about what a material handling company does, and that’s okay. We’re behind the scenes of our customers, and we make everything happen. Basically, we build small to large-scale projects that provide storage and distribution for manufacturers and retailers alike. This involves energy-efficient robotics, warehouse management software, data analytics, engineering, mechatronics, project management, and software development. Of course, we have a full support team of great people in our customer service, human resources, sales, marketing, accounting, and our very own warehouse teams.

We're a team here at SSI SCHAEFER, and we know that it takes all of us to get the job done. We’ve won Best Places to Work™ several years in a row and offer competitive benefits like 401K/matching, a great PTO package, and because we want our family team to be healthy, we provide generous medical benefits. We also want you to be successful here. How do we do it? We put our employees and customers first, and we’ve got a great DNA culture here at SSI SCHAEFER—it’s that simple.

We’re also proud to be an equal-opportunity workplace and an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Position Overview:

The Software Support Engineer provides technical support for automated material handling software systems and equipment in warehouses and distribution centers using an array of technical tools to perform complex troubleshooting and problem solving.

Essential Functions 

• Identifies and resolves issues with Warehouse Management Systems (WMS) and Material Flow Systems (MFS).
• Identifies issues that are mechanical or logical in nature and escalates to the appropriate team for resolution.
• Designs test scenarios to identify system issues.
• Trains internal and external customers to increase system knowledge, resolve issues and prevent issues from recurring.
• Creates documentation and training materials for system users and system service & maintenance.
• Designs, generates, and maintains reports detailing the daily operations of the systems.
• Analyzes system daily operation reports to track and identify opportunities for continued improvement.
• Updates help-desk ticketing system to track, monitor, and resolve issues.
• Writes and updates knowledgebase articles.
• Effectively communicates with customers in high-impact scenarios.

Additional Responsibilities

• Participates in customer and internal meetings.
• Assists software development team with projects.
• Works as part of international team to ensure maximum system uptime and performance. Appropriate team for resolution.
• Writing standard operating procedure (SOP’s) for customer and internal use.
• Training customer on all levels within operation of the warehouse.
• May travel internationally for training.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Minimum 1 year experience in a technical support role, preferably supporting Java-based client-server applications.
• Solid understanding of Java programming language and experience with debugging and troubleshooting Java applications.
• Minimum 1 year of SQL experience - working with relational databases such as MySQL or Oracle.
• Strong problem-solving skills and the ability to effectively troubleshoot complex technical issues under pressure.
• Excellent communication skills, both verbal and written, with the ability to interact professionally with clients and internal teams.
• Ability to work independently and collaboratively as part of a team in a fast-paced environment.
• Willingness to work nightshift hours on a rotating schedule, including weekends and holidays, as required.
• Occasional on-call availability will be required to address critical issues outside of regular hours.
• Familiarity with ticketing systems and customer support tools for managing and tracking support activities is desired
• Experience with Linux/Unix environments and shell scripting is a plus.