Software Support Engineer

About the Role:

As a Software Support Engineer, you’ll provide software support for our customers with complex conveyor and robotics systems driven by our in-house and third-party software providers. All in all, you'll be a valuable member of our Customer Service team, supporting our efforts to build lasting relationships and deliver on our promises. We’ll appreciate your WMS/WES/WCS troubleshooting skills and attention to detail while working collaboratively with our customers through our Service Team as you answer support calls, identify and understand software and network issues, review data for root cause analysis, and develop appropriate solutions for a resolution plan of action. Sound like you? Read on.

In this role, you will:

• Be the SME on WMS/WES/WCS.
• Remote into customers’ business-critical automation systems as part of a Service Desk team.
• Evaluate downtime issues and degraded systems through:
  • Windows server status
  • Windows services and third-party services statuses
  • Reviewing trace files and event logs
  • Discussing symptoms with users
• Need to be comfortable in a Linux environment
  • Proficient on the command line
  • Able to view and potentially modify Linux system config files
  • Familiar with log files and techniques to parse to find and extract critical data from logs.
• Need to have knowledge of modern software architecture, applications, databases, and cloud services.
• Work closely with our internal Software team in the role of Software QA and Implementation to gain the experience and knowledge as an SME.
• Need to have knowledge of computer networks (TCP/IP) in the context of application troubleshooting.
• Provide clarity to customers as issues arise.
• Document troubleshooting for failure mode analysis.
• Serve as a primary contact for select customer sites after project implementation, visiting the client to build and maintain positive relationships.
• Effectively communicate with customers to provide information about specific products or services.
• Maintain and organize records of customer interactions and feedback as well as records of project warranties, main contacts for support, and issue warranty/service discontinuance orders.
• Keep system information current with changes and updates, including relevant software and equipment.
• Follow up with customers, referring unresolved complaints to designated departments, then ensuring the appropriate changes were made and the customer issue was resolved.

We’re Excited About You Because:

• You may have a Bachelor’s Degree in Computer Science or relevant experience.
• You have 2 or more years of related experience, preferably with a warehouse management system (WMS), warehouse control system (WCS), and warehouse execution system.
• You are familiar with warehouse distribution and fulfillment centers.
• You are a patient person with strong troubleshooting ability.
• You can clearly communicate, both verbally and written, in order to effectively troubleshoot issues as they arise.
• You are able to be on call as part of a rotational 24/7 team, meeting 15-minute response time while on call.
• You possess excellent customer service skills, collaborating with a cross functional team to provide quality customer service.
• You effectively manage competing priorities, ensuring that customer and project needs are met in a timely manner.

This job description is not exhaustive. Other duties may be assigned as needed, and responsibilities may evolve to support the business and employee experience.

About Us:

Conveyor may be in our name, but it’s only part of what we do. DCS was founded in 1982 and has grown to serve major clients in multiple industries by providing material handling, full-scale warehouse operations and conveyor design solutions that are custom crafted for their need. We don’t sell ready-made systems - we build relationships that empower us to craft custom solutions together. It’s the teamwork approach, sharing ideas and building upon them, that produces the best results.

And DCS is committed to creating an extraordinary employment experience for our team. We work like crazy to hire and develop great people, build relationships, and ensure that the programs and services we offer our team are among the best in the business- from a killer snack wall and casual work environment to flexible PTO and opportunities to give back within the community.

More reasons to join our team:

• We pride ourselves in our family-like culture and casual, but focused, work environment
• We offer competitive salaries and health benefits
• Our 401K program includes a 100% match up to 5%
• Participation in our Discretionary Profit-Sharing Program
• We offer our employees flexibility and autonomy
• We do community outreach projects throughout the year
• We know how to throw company events
• We work hard, but we also know how to have fun - darts, anyone?

Individuals seeking employment at Designed Conveyor Systems are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Accommodation is available to applicants with a disability condition, when applying, testing, or interviewing for a position. Please let us know if you need accommodation.