Software Support Engineer I

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 position with hybrid and on-site opportunities available. 

Responsibilities:

• Develop a solid understanding of Ignition by continuously taking tickets and working towards an 85% familiarity with all Ignition subsystems
• Utilize appropriate workflows, channels, and resources as a standard process for ticket work
• Demonstrate a high level of ownership by being the main driving force behind resolving their tickets
• Adhere to standards of problem solving as outlined in Support Troubleshooting Stages
• Maintain detailed records of ticket progress by methodically accounting the issue, steps, resolution and then summarizing the relevant details
• Frequently follow-up with customers, having detailed and relevant summaries of ticket state and progress
• Maintain a proactive line of communication at all times with both customers and management, while prioritizing phone calls
• Focus on understanding the root cause of an issue by breaking down the problem 
• Drive customer success by being friendly, attentive, collaborative, and clear- all while keeping the customer's best interests in mind
• Effectively communicate technical issues both internally and externally to both technical and non-technical audiences
• Accurately apply knowledge of common programming concepts by writing functions and debugging code
• Demonstrate knowledge of SQL syntax and concepts by having the ability to query different types of databases
• Continue to expand knowledge of Ignition Software and adjacent technologies by attending required training classes
• Take initiative in handling challenging tickets that are outside of comfort zone
• Maintain steady ticket intake, prioritize our most urgent customers, and stay on top of assigned unresolved tickets
• Engage and contribute to various department initiatives (Forums, KBA’s etc.)
• Collaborate with the development team to escalate and document software bugs and feature requests 

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
• Employee must pass Inductive Automation’s Core Test within 30 days of employment (within two weeks to completion)
• Employee must pass Inductive Automation’s Gold Test within 60 days of employment (within two weeks to completion) 

About Us

Who are we?

Champions for industrial automation innovation and driven by a mission statement to empower our customers to swiftly turn great ideas into reality by removing all technological and economic obstacles, we create and deliver solutions that relieve pain points, bring efficiency to operations and optimize integration.

Why Choose Inductive Automation? 

Our passion goes beyond customers. We celebrate your personal and professional milestones, and we support our teams with meaningful work in a collaborative environment. 

We find that great work-life balance inspires teams to do their best work and empowers people to live their best lives. That's why diversity, fun, and flexibility are ingrained into our work culture.

The Inductive Automation team understands the importance of personal growth and social connection. So things like time for professional development, or company and team activities are baked right into the schedule to keep us all engaged, connected, and prospering.

Benefits and Perks

100% Covered Health Care: Don’t pay a dime for your medical, dental, and vision insurance.

Work/Life Balance: Create a work schedule that fits your needs.

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.