Technical Support Engineer

A career at Loftware is more than just a job – it’s an opportunity to help shape the supply chain of the future.Role Description:The primary responsibility of a Technical Support Engineer is to ensure that Loftware customers receive the highest level of technical support possible and assist in resolving complex incidents. The Technical Support Engineer provides advanced resolutions and solutions to customers’ issues in a timely, professional, customer-friendly manner via telephone, email, and other remote media to ensure optimal response time and performance. Technical Support Engineers act as in-house advocates for Loftware customers by providing a positive, unified and technically invaluable voice of Loftware to the customers.The Technical Support Engineer is a key position which is directly correlated to customer retention. This position is expected to have the ability to resolve the department’s most complex technical incidents and work in coordination with internal and external departments (Professional Services, QA, Development, etc). The Technical Support Engineer creates and reviews technical material and coordinates multi-department escalations as needed. This position provides technical guidance, thought leadership and support to the customers and other resources at Loftware with the goal of improving TTR and reducing escalations to Development. Responsibilities:Ability to analyze customer issues with deep understanding of all logs and data being gatheredAbility to diagnose and quickly resolve customer and product issuesCompetence in handling escalations requiring attention beyond the scope of the Technical Support TeamProvide insight into customer issues utilizing remote working sessions and recordingsReview production performance and provide analysis and reaction plans for errors/failuresAbility to analyze infrastructure issues and communicate those issues to Operations and Development teamsCollaborate with product management and other internal teams regarding resolution of issues requiring hot fixes or patchesWilling to manage any other reasonable tasks including flexibility to work different shifts and participate in 24x7 on-call rotation for off normal business hours escalationsRequired qualifications:Analytically mindedDisplays curiosity and inquisitiveness in solving complex problemsUnderstand how REST API’s workExperienced with logs analysis and able to triage issues to the right person for solutionsExperienced with how mobile and web apps communicate with the serverBasic knowledge of C++ and JavaBasic knowledge of HTTP protocolsBasic knowledge of how web browsers workFamiliarity with database architecture, schemas, running queries and tracesOperating systems (server/workstation), OS logging, OS configuration tools, drivers and windows applicationsBasic knowledge of webservices and related XML, SOAP, TCP/IP, HTTP, HTMLModerate skill level reading an interpreting logs including Log4J and Log4J2Bachelors or master’s degree in a technical discipline (work experience may be considered)3-5 years’ experience supporting customers directly in a technical environmentSoft Skills:Analyze complex technical challengesDeliver results and meeting SLA and Customer Success GoalsAchieve personal work goals and objectivesParticipate in the achievement of Company and departmental goals and achievementsWhy join us?Working for the undisputed global leader in a business-critical industry offers unparalleled possibilities.Our team is made up of the most talented, curious, and inspiring people in their fields, each bringing something unique to the table.We use the power of the global team.We set you up for success. We offer comprehensive training to all employees and place an emphasis on employee development.We win with inclusionAt Loftware, inclusion, diversity, and belonging are paramount to our success and our culture. We are an equal opportunities employer. This means we are committed to recruiting qualified applicants regardless of race, color, religion, age, sex, gender, national origin, disability, or protected veteran status. We believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential.We make the Supply Chain workAt Loftware, our end-to-end cloud-based labeling platform helps businesses of all sizes manage labeling across their operations and supply chain and our solutions are used to print over 51 billion labels every year. With over 500 industry experts and 1,000 global partners, Loftware maintains a global presence with offices in the US, UK, Germany, Slovenia, China, and Singapore making us a trusted partner for companies in automotive, chemicals, clinical trials, consumer products, electronics, food & beverage, manufacturing, medical device, pharmaceuticals, retail/apparel, and more.#Makeyourmark with Loftware and apply today!