Software Support Engineer
- Serve as a technical escalation point for live site operations, helping troubleshoot and resolve system issues in alignment with severity levels and response SLAs.
- Support incident response activities, including triage, escalation coordination, issue mitigation, and communication with internal stakeholders.
- Partner with Software, Hardware, Systems, Controls, and Operations teams to diagnose and resolve production-impacting issues.
- Monitor system performance, respond to alerts, and help maintain high system availability and reliability.
- Document incidents, resolutions, root cause findings, and corrective actions to support continuous improvement.
- Identify recurring issues and partner with engineering teams to reduce repeat incidents and improve system stability.
- Support system, software, and network updates, including validation activities to help ensure successful deployment with minimal operational impact.
- Analyze system and incident data to identify trends, support troubleshooting, and improve visibility into system performance.
- Develop and maintain dashboards, reports, runbooks, technical documentation, and training materials.
- Create scripts, tools, or process improvements that help streamline triage, incident response, reporting, and support workflows.
- Incorporate customer and site feedback to help identify product, process, and operational improvement opportunities.
- Share knowledge with team members and support onboarding through documentation, training, and peer collaboration.
- Participate in a 10x7 operational support model, including an on-call rotation for escalations and critical issues.
- Work on-site in MA to support system troubleshooting, cross-functional collaboration, and operational readiness.
- Bachelor’s degree in Engineering, Electrical Engineering, Computer Science, or a related technical field, or equivalent experience.
- Minimum 2+ years of experience in technical support, NOC operations, systems engineering, site reliability, or a similar operational support environment.
- Strong technical troubleshooting, problem-solving, and analytical skills, with the ability to manage multiple priorities in a fast-paced environment.
- Experience supporting production systems, including incident response, escalation management, root cause analysis, and operational documentation.
- Familiarity with automation, controls, or material handling systems, including PLCs, VFDs, motion control, or servo tuning; Allen-Bradley ControlLogix experience preferred.
- Hands-on experience with electrical and mechanical troubleshooting, ideally in a robotics or automation setting.
- Proficiency with Linux/Unix environments and scripting languages such as Python.
- Experience using or developing dashboards, reporting tools, or system monitoring platforms; familiarity with Tableau, Power BI, or similar tools preferred.
- Exposure to databases, data warehouses, or knowledge-based systems preferred.
- Ability to communicate technical issues clearly across Software, Hardware, Systems, Operations, and Engineering teams.
- Strong written and verbal communication skills, with the ability to document issues, resolutions, runbooks, and technical processes.
- Willingness to participate in a 10x7 operational support model (Wednesday through Saturday), including an on-call rotation for escalations and critical issues.
- Ability to work a hybrid schedule, with two days per week on-site at our Wilmington headquarters and two days remote.
- Up to 10% of travel may be required. Employees must have a valid driver’s license and the ability to drive and/or fly to client and other customer locations.
- The employee is responsible for owning a credit card and managing expenses personally to be reimbursed on a bi-weekly basis.
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