Enterprise Software Support Engineer Lead

Job Description

The Enterprise Software Support Engineer Lead is responsible for providing timely support to Enterprise customers in line with Enterprise Care Policy. Enterprise customers are designated by their contract type of Enterprise Care. These are customers that have bought a large volume or licenses or have large architectures. Our Enterprise portion of the Support division assists in maintaining both relationships to these customers and maintaining a high quality customer service through tickets. The ESSEL position emphasizes the ticket aspect as well as day-to-day operations of the program. The ESSEL is expected to work towards ticket resolutions on any Enterprise Care and Partner program tickets. The position will act as a team lead to the Enterprise Support Account Manager while still actively taking tickets from the Enterprise Care and Partner program queues. This is a full-time, on-site position.

Responsibilities:

• Maintaining a sense of urgency by consistently prioritizing the needs of the Enterprise Care and Partner Program customers
• Building relationships, good rapport, and trust with customers
• Responsible for Partner Program tickets
• Working as part of a team to handle Enterprise Care tickets
• Handling department-wide escalations
• Proactively communicating with the end-user and Enterprise Care manager
• Independently evaluating and troubleshooting systems adjacent to Ignition
• Coherently documenting and explaining issues
• Having an active presence in Support channels to mentor peers and assist troubleshooting
• Constantly seeking work that is difficult, challenging, scantily documented, uncomfortable and uncommon
• Working as a SSE trainer to help develop new Software Support Engineers
• Demonstrates continued knowledge growth in their ability to analyze memory dumps, review Wireshark captures, and perform thread analysis
• Working with Development and the Enterprise manager on more complex issues
• Effectively communicating technical issues both internally and to customer

Requirements

• Bachelor’s Degree in Computer Science, Computer Engineering, or similar experience
• 3-5 years Experience with SQL or Python languages
• Familiar with Windows, Linux (Ubuntu) and OSX Platforms
• Familiar with SQL databases (MS SQL Server, MySQL, Oracle, similar)
• General networking experience (routers, switches, subnets, vlan, etc…)
• A broad technical curiosity and proven technical understanding
• Excellent communication and interpersonal skills
• Not required, but are a plus:
• Ignition experience, ideally from integration/End user/IA Support Experience
• Advanced in scripting techniques and their applications (Java, Python, similar)
• 1 year of Project or Team lead experience
• Customer facing roles

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% Covered Health Care: Don’t pay a dime for your medical, dental, and vision insurance.

Work/Life Balance: Create a work schedule that fits your needs.

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.