Enterprise Technical Support Specialist
4 days ago
We're a forward-thinking company dedicated to making manufacturers' lives easier by providing innovative software solutions.
With over 25 years of experience, we've built a reputation for delivering the most intuitive and easy-to-use manufacturing decision support system available.
Our team values diversity, inclusivity, and collaboration, and we're committed to taking care of our employees.
Why Join Us- Beautiful new office space near Portland, Oregon, with a hybrid work environment and fully remote option for out-of-area employees.
- A full benefit package including medical, dental, vision, 401k, tuition assistance, paid maternity leave, and more.
- Generous vacation policy and a welcoming, inclusive organization where everyone is valued and respected.
- Compassionate leadership team that values work/life balance and opportunities to make a real difference in the lives of our customers.
This role suits someone who is proactive, highly accountable, and solution-oriented, with a minimum of 5 years of relevant experience in technical support.
The Senior Software Support Specialist will be responsible for end-to-end ownership of technical support cases, from initiation through to successful resolution, working closely with customers and cross-functional teams.
The ideal candidate will have hands-on problem-solving skills, excellent communication and documentation skills, and the ability to work independently and as part of a team.
Key responsibilities include:
- Serving as the main contact for technical support cases, engaging directly with customers, vendors, and resellers via phone and email.
- Taking full ownership of assigned cases, managing all troubleshooting activities and guiding customers in gathering necessary information for resolution.
- Resolving advanced technical issues in dataPARC software, primarily on Microsoft OS platforms.
- Leading technical projects (e.g., server migrations and version rollouts) by identifying infrastructure requirements, coordinating with customer teams, and independently performing application-side tasks from initiation to completion.
- Minimum of 5 years of experience in a technical support role, with a proven track record of independently resolving complex cases.
- Expertise in taking full case ownership, with hands-on troubleshooting skills and the ability to guide customers effectively.
- Advanced proficiency in performance, network, and software troubleshooting on Windows Client and Microsoft Server OS environments.
- Familiarity with Active Directory, Group Policy, and TCP/IP networking.
- Excellent customer service approach, balancing technical expertise with a collaborative attitude.
Estimated annual salary: $80,000 - $110,000, depending on location and experience.
Location: Hyderabad, India.
Working hours: 8:00 AM to 5:00 PM, Sunday through Thursday (India Standard Time, IST).
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