Software Support Engineer I
Inductive Automation LLC, Folsom, CA, United States
Job Description
The Software Support Engineer I is responsible for driving customer success by helping our clients with technical inquiries, troubleshooting software issues, and keeping their systems running efficiently. They are expected to provide an exceptional customer experience, in addition to broadening their understanding of Ignition through various responsibilities. This is a full-time, on-site position.
Responsibilities
Driving customer success by being friendly, attentive, collaborative, and clear - all while keeping the customer's best interests in mind
Developing a solid understanding of Ignition by continuously taking tickets and working towards an 85% familiarity with all Ignition subsystems
Utilizing appropriate workflows, channels, and resources as a standard process for ticket work
Demonstrating a high level of ownership by being the main driving force behind resolving their tickets
Adhering to standards of problem solving as outlined in Support Troubleshooting Stages
Meeting expected metrics and work product proficiency given tenure in role
Maintaining detailed records of ticket progress by methodically accounting the issue, steps, resolution and then summarizing the relevant details
Following up with customers frequently, having detailed and relevant summaries of ticket state and progress
Maintaining a proactive line of communication at all times with both customers and management, while prioritizing phone calls
Focusing on understanding the root cause of an issue by breaking down the problem
Communicating technical issues both internally and externally to technical and non-technical audiences
Applying accurate knowledge of common programming concepts by writing functions and debugging code
Demonstrating knowledge of SQL syntax and concepts by having the ability to query different types of databases
Continuing to expand knowledge of Ignition Software and adjacent technologies by completing required trainings and obtaining certifications
Taking initiative in handling challenging tickets that are outside of comfort zone
Maintaining a steady ticket intake, prioritizing our most urgent customers, and staying on top of assigned unresolved tickets
Requirements
Bachelor’s degree in Computer Science, Computer Engineering, or similar experience
Familiar with Windows, Linux, and OSX Platforms
Familiar with programming concepts (Java, Python, etc.) and SQL language
Familiar with relational databases (MS SQL Server, MySQL, Oracle, etc.)
General networking experience (routers, switches, subnets, VLAN, etc.)
Ability to talk on the phone for long periods of time
A broad technical curiosity and proven technical understanding
Excellent written and oral communication, and interpersonal skills
Benefits
100% Employee Covered Health Care: Don’t pay a dime for your medical, dental, and vision insurance
Paid Time Off: Receive paid holidays, vacation, and sick time
401k with Match: Save for the future with our company-matching 401k program
World-Class Headquarters: While on-site, enjoy complimentary snacks and beverages, then challenge a friend to a game of pool, table tennis, shuffleboard, or foosball
Adjacent Nature Reserve: On-site employees enjoy breathtaking views and adventures that energize and inspire
Inductive Automation, LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, sexual orientation, gender identity, and status as a protected veteran or individual with a disability. Verification of US employment eligibility required.
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The Software Support Engineer I is responsible for driving customer success by helping our clients with technical inquiries, troubleshooting software issues, and keeping their systems running efficiently. They are expected to provide an exceptional customer experience, in addition to broadening their understanding of Ignition through various responsibilities. This is a full-time, on-site position.
Responsibilities
Driving customer success by being friendly, attentive, collaborative, and clear - all while keeping the customer's best interests in mind
Developing a solid understanding of Ignition by continuously taking tickets and working towards an 85% familiarity with all Ignition subsystems
Utilizing appropriate workflows, channels, and resources as a standard process for ticket work
Demonstrating a high level of ownership by being the main driving force behind resolving their tickets
Adhering to standards of problem solving as outlined in Support Troubleshooting Stages
Meeting expected metrics and work product proficiency given tenure in role
Maintaining detailed records of ticket progress by methodically accounting the issue, steps, resolution and then summarizing the relevant details
Following up with customers frequently, having detailed and relevant summaries of ticket state and progress
Maintaining a proactive line of communication at all times with both customers and management, while prioritizing phone calls
Focusing on understanding the root cause of an issue by breaking down the problem
Communicating technical issues both internally and externally to technical and non-technical audiences
Applying accurate knowledge of common programming concepts by writing functions and debugging code
Demonstrating knowledge of SQL syntax and concepts by having the ability to query different types of databases
Continuing to expand knowledge of Ignition Software and adjacent technologies by completing required trainings and obtaining certifications
Taking initiative in handling challenging tickets that are outside of comfort zone
Maintaining a steady ticket intake, prioritizing our most urgent customers, and staying on top of assigned unresolved tickets
Requirements
Bachelor’s degree in Computer Science, Computer Engineering, or similar experience
Familiar with Windows, Linux, and OSX Platforms
Familiar with programming concepts (Java, Python, etc.) and SQL language
Familiar with relational databases (MS SQL Server, MySQL, Oracle, etc.)
General networking experience (routers, switches, subnets, VLAN, etc.)
Ability to talk on the phone for long periods of time
A broad technical curiosity and proven technical understanding
Excellent written and oral communication, and interpersonal skills
Benefits
100% Employee Covered Health Care: Don’t pay a dime for your medical, dental, and vision insurance
Paid Time Off: Receive paid holidays, vacation, and sick time
401k with Match: Save for the future with our company-matching 401k program
World-Class Headquarters: While on-site, enjoy complimentary snacks and beverages, then challenge a friend to a game of pool, table tennis, shuffleboard, or foosball
Adjacent Nature Reserve: On-site employees enjoy breathtaking views and adventures that energize and inspire
Inductive Automation, LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, sexual orientation, gender identity, and status as a protected veteran or individual with a disability. Verification of US employment eligibility required.
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