Software Support Engineer

Atlas Copco is a global technology leader with a commitment to sustainability and innovation. As a Software Support Engineer, you will provide advanced technical support for fastening and software products, resolving complex issues and serving as a technical mentor for the team.

Responsibilities:

• Provide advanced technical support for fastening and software products, resolving complex or non-routine issues
• Respond to customer calls, emails, chats, and tickets within agreed SLA expectations
• Lead in-depth investigations, applying advanced debugging techniques and independent judgment
• Maintain accurate case notes and customer information to support resolution quality and continuity
• Communicate next steps, expectations, and optional service offerings
• Ensure customer satisfaction before closing tickets and verify resolutions are complete
• Serve as an “owner” for assigned tickets and shared processes; keeping documentation updated, sharing updates, and supporting our teams
• Act as an escalation point and technical mentor for Software Support Specialists
• Collaborate with Sales by identifying service or sales opportunities, and keeping customers’ sales team informed of notable issues
• Support onboarding of new team members and other administrative duties in various platforms
• Participate in continuous improvement activities that provide customer value and enhance the customer experience

Requirements:

• At least 5 years of experience in technical support, customer service, troubleshooting, or a similar problem-solving role
• Experience with Microsoft SQL. Debugging, server and database setup, including ability to develop custom queries for reports and scripting for troubleshooting
• Experience with Windows Servers. Application installations, service setups, debugging
• API and open telemetry knowledge and configuration
• Log file reading. Understands what a log file is and does for troubleshooting
• Troubleshooting network communication between devices
• Willingness to learn to become an expert in the above items
• Ability to thrive in a very collaborative, transparent, candid and team environment
• Strong communication skills and a professional customer-focused mindset
• A proactive mindset with a sense of urgency equal to (or greater than) customer expectations
• Critical thinking and logical troubleshooting methodology are a must
• Technical acumen with proficiency in general software use and understanding
• Ability to prioritize, follow processes, and meet response-time expectations
• Willingness to develop deep product knowledge and serve as a resource for others
• Ability to read and study documents on-the-fly for resolving issues quickly
• Must be comfortable to self-train with provided knowledge bases
• Comfortable working in a fast-paced support environment across multiple platforms
• Strong documentation and descriptive skills and attention to detail
• Ability to work collaboratively with global teams and internal partners
• Self-sufficiency, positive attitude, coachability, and commitment to continuous improvement
• Bonus if experience Azure, Google and AWS cloud experience
• Bonus if experience with Linux, Kubernetes, Dockers and Simulators
• Bonus if C # or .Net Core programming experience
• Familiarity with ticketing systems a plus