Software Support Engineer I at Inductive Automation Llc

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, on-site position. Responsibilities: - Driving customer success by being friendly, attentive, collaborative, and clear - all while keeping the customer's best interests in mind - Developing a solid understanding of Ignition by continuously taking tickets and working towards an 85% familiarity with all Ignition subsystems - Utilizing appropriate workflows, channels, and resources as a standard process for ticket work - Demonstrating a high level of ownership by being the main driving force behind resolving their tickets - Adhering to standards of problem solving as outlined in Support Troubleshooting Stages - Meeting expected metrics and work product proficiency given tenure in role - Maintaining detailed records of ticket progress by methodically accounting the issue, steps, resolution and then summarizing the relevant details - Following up with customers frequently, having detailed and relevant summaries of ticket state and progress - Maintaining a proactive line of communication at all times with both customers and management, while prioritizing phone calls - Focusing on understanding the root cause of an issue by breaking down the problem - Communicating technical issues both internally and externally to technical and non-technical audiences - Applying accurate knowledge of common programming concepts by writing functions and debugging code - Demonstrating knowledge of SQL syntax and concepts by having the ability to query different types of databases - Continuing to expand knowledge of Ignition Software and adjacent technologies by completing required trainings and obtaining certifications - Taking initiative in handling challenging tickets that are outside of comfort zone - Maintaining a steady ticket intake, prioritizing our most urgent customers, and staying on top of assigned unresolved tickets 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 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% Employee Covered Health Care: Don’t pay a dime for your medical, dental, and vision insurance - 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 ADDITIONAL INFORMATION At this time, we are unable to offer employment for individuals located outside of the United States and/or those who require sponsorship for employment visa status (e.g., H-1B visa status). We know you've got a lot of options when seeking an employer where your skills and talents will shine, so we really appreciate that you considered us. Inductive Automation, LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, sexual orientation, gender identity, and status as a protected veteran or individual with a disability. Verification of US employment eligibility required.