Title: Software Development Specialist

Job Description

JOB-7203 Software Development Specialist 00073Hybrid - Westbrook, ME
Minimum 8 days/month in office; local candidates preferred; expect more in-office time at the start of the assignment during onboarding and ramp-up.

Additional Notes:
Entry level /Junior - we expect to train on our specific platform, but the core competencies below are required from day one
On-Call: The role participates in a shared, team-wide on-call rotation. New team members are trained before joining the rotation. Because it's a rotating responsibility, on-call response happens infrequently

Job Description:
This is a contract, entry-level position supporting a custom RMM (Remote Monitoring and Management) platform used across the business. It blends hands-on IT support with light scripting and software development work. The person in this role is the first point of contact when something isn't working, so success depends as much on dependable communication, organization, and follow-through as it does on technical skill.

We are looking for someone who responds to customers quickly, owns issues from start to finish, manages competing priorities without dropping work, and delivers consistent, high-quality results.

Responsive, Timely Customer Communication
Acknowledges customer and stakeholder requests promptly.
Sets clear expectations on timing and provides regular status updates.
Explains technical information clearly and professionally to both technical and non-technical audiences, in writing and verbally.

Ownership and Reliable Follow-Up
Takes an issue from first report through to confirmed.
Closes the loop with the customer to verify the problem is actually solved.
Tracks open items and follows up proactively so nothing falls through the cracks.
Follows team process with documentation and ticket management.

Prioritization and Organization
Manages multiple concurrent requests and decides what to work on first based on urgency and impact.
Keeps tickets, tasks, and documentation organized and up to date.
Re-prioritizes calmly when new or higher-priority issues arrive.
Communicates up when help is needed in meeting priorities.

Consistent, High-Quality Work
Delivers dependable, thorough work.
Documents work clearly so others can understand, reproduce, and build on it.
Tests and double-checks solutions before considering them complete.

Strong Troubleshooting
Approaches problems methodically: gathers information, forms a hypothesis, isolates the cause, and verifies the fix.
Digs into root causes rather than treating symptoms.
Knows when to escalate - and provides clear, useful detail when doing so.

Works Independently
Makes steady progress with minimal supervision and knows when to ask for help versus push forward.
Self-directed in managing a daily workload and seeing tasks through to completion.
Reliable and accountable when working remotely on hybrid days.

Required Skills:
IT Fundamentals - foundational IT skills including Windows support, basic networking, and hands-on troubleshooting.
Troubleshooting - demonstrated, methodical problem-solving and the ability to diagnose and resolve technical issues.
Communication - strong written and verbal skills, with the ability to convey technical information clearly and respond to customers in a timely manner.
Organization & Prioritization - able to manage multiple issues at once, prioritize effectively, and follow up reliably.
Independence & Quality - able to work independently and deliver consistent, high-quality results.
Scripting - comfort with light scripting in support of the RMM platform (e.g., PowerShell or similar), or clear aptitude to learn quickly.
Generative AI - basic, practical familiarity with everyday AI tools - for example, using an assistant to help draft a clear email response or summarize information. Deeper experience is welcome but not required.
Customer Service - a customer-first attitude and the interpersonal skills to handle requests professionally and patiently. Formal experience is a plus but not expected at this level; what matters is genuine care for the customer experience.
Technical Aptitude -ability to pick up new tools and technologies quickly. We don't expect deep experience at this level, but we do expect someone who learns fast and is eager to grow their technical skills.

Responsibilities:
Provide responsive support for the custom RMM platform, communicating with customers promptly and following each issue through to resolution.
Perform scripting work related to software used in company products and the RMM platform.
Handle a variety of software and support activities.
Perform coding, testing, debugging, documentation, and research in support of software development and platform support work.
Analyze and evaluate data and incorporate findings into the solutions developed.
Contribute to the improvement of software development and support processes and procedures.

What You Need to Succeed:
Ability to read, interpret, and carry out technical instructions provided in written, oral, or diagram form.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Technical aptitude and a willingness to learn new tools and technologies quickly.
Strong analytical and problem-solving skills, with methodical troubleshooting.
Strong written and verbal communication skills, including timely, professional responses to customers.
Strong organization and prioritization skills, with reliable follow-up on open issues.
Ability to deliver consistent, high-quality work and to work both independently and as part of a team.
Solid computer skills, including Microsoft Office.
Strong math skills: ability to work with units of measure, whole numbers, common fractions, and decimals; to compute rate, ratio, and percent; and to draw and interpret bar graphs.
Ability to meet the physical requirements of the role: extensive sitting, phone, and computer use.