Support Engineer

Software Support Engineer

Location: Kennesaw, GA 31044 | Hybrid: In the office 3 days per week, working remotely 2 daysEmployees: 800 | Industry: Enterprise software, supply chain, logistics, warehouses, manufacturingResponsibilitiesCustomer-facing software support, helping users navigate software issues, operational disruptions, fielding questions, and service requestsSupporting incidents in collaboration with other departments, following incident management process, communicating and documenting issues clearly throughout the incident lifecycleTriggering the problem management process when recurring issues arise and known errorsAnalyzing software behavior, logs, interfaces, database information, system processes, and operational symptoms to identify causes and next steps in the processSupporting customers and internal teams with troubleshooting, technical clarification, request handling, workaround identification, and resolution coordinationSupporting knowledge transfer by sharing best practices, lessons learned, technical guidanceOccasional travel and overtime/after-hours support may be required based on customer needsRequirements2+ years of professional experience in technical support for software products and systemsExperience with 2nd level support, incident analysis, troubleshooting, escalations, root cause analysisExperience with warehouse software, system architecture, user interfaces, databasesUnderstanding of ITIL based support processes – incident management, problem management, change management, and knowledge documentationHands-on experience with Linux, SQL queries, trace and log analysis, and software support toolsBenefits401K with company match and no vesting, half day Fridays (in office), competitive health, dental, vision, life insurance, FSA, short and long-term disability, profit sharing, PTO, holidays, paid parental leave, subsidized daycare, tuition reimbursement, pet insurance, subsidized food delivery, quarterly company events, and volunteer opportunitiesCompensation$75K - $85K