Industrial Software Support Professional

2 weeks ago

Hyderabad, Telangana, India dataPARC Full time
About dataPARC

We are a forward-thinking company that specializes in industrial analytics, improving manufacturing operations by providing intuitive and easy-to-use decision support systems. Our customers appreciate our expertise and value diversity, inclusivity, and collaboration.

At dataPARC, we take care of our employees with a range of benefits, including a beautiful new office space near Portland, Oregon, a hybrid work environment, full benefit package, generous vacation policy, welcoming organization, and compassionate leadership team.

Job Summary

We are seeking a Senior Software Support Specialist based in our Hyderabad, India office. This role requires hands-on problem-solving and independent case management, as well as technical leadership to oversee customer interactions and project outcomes.

The ideal candidate will have at least 5 years of experience in a technical support role, with expertise in taking full case ownership, troubleshooting skills, and the ability to guide customers effectively. The selected individual will engage directly with customers to troubleshoot issues, manage cases, and ensure timely resolutions.

Responsibilities
  • Serve as the main contact for technical support cases, engaging directly with customers via phone and email.
  • Take full ownership of assigned cases, managing all troubleshooting activities and guiding customers in gathering necessary information for resolution.
  • Resolve advanced technical issues in dataPARC software on Microsoft OS platforms.
  • Coordinate effectively across teams to address and resolve complex cases while maintaining high service standards.
  • Lead technical projects by identifying infrastructure requirements, coordinating with customer teams, and independently performing application-side tasks from initiation to completion.
Requirements

To be successful in this role, you should have:

  • A minimum of 5 years of experience in a technical support role.
  • Expertise in performance, network, and software troubleshooting on Windows Client and Microsoft Server OS environments.
  • Familiarity with Active Directory, Group Policy, and TCP/IP networking.
  • Strong communication, documentation, and organizational skills.
Preferred Qualifications

We encourage applicants with experience in SQL Server Administration, T-SQL, VBA scripting, and working with Time Series Historians (e.g., dataPARC, AVEVA PI, Aspen IP.21, Honeywell).

Benefits

As a Senior Software Support Specialist, you can expect a competitive salary and a range of benefits, including a beautiful new office space, hybrid work environment, full benefit package, generous vacation policy, welcoming organization, and compassionate leadership team.

Estimated Salary

Rupees 10,00,000 per annum (approximately USD $13,333) based on industry standards and market conditions in Hyderabad, India.

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