Advanced Software Support Engineer

This role involves both remote and on-site support for software installations, configurations, and ongoing maintenance within production warehouse automation environments.

You will work directly with customers and internal operations teams to ensure the software system runs efficiently and reliably. Support activities include proactive monitoring, responding to real-time support requests, troubleshooting system issues, and performing root cause analysis. Additionally, you will contribute to the development and maintenance of support-focused tools and applications that enhance system performance and diagnostics.

Key Responsibilities:

• Provide remote and on-site support for the Matrix Select software system.
• Install, configure, and maintain software in production environments.
• Investigate and resolve issues using logs and debugging tools across Linux and Windows platforms.
• Handle support escalations and perform detailed root cause analysis.
• Develop and maintain tools that support software operations in warehouse environments.
• Collaborate with cross-functional teams including development, QA, and customer operations.

Required Skills & Experience:

• Strong experience with .NET debugging.
• Proficient in reviewing and analyzing logs on both Linux and Windows systems.
• Ability to manage escalation calls and conduct thorough root cause analysis.
• Working knowledge of Linux fundamentals.
• Hands-on experience with Kubernetes
• Familiarity with at least one monitoring tool (e.g., Prometheus, Grafana, Datadog, etc.).
• Basic proficiency in SQL for querying and troubleshooting data issues.

Preferred (Good-to-Have) Skills:

• Basic knowledge of Git for version control.
• Familiarity with Ansible for automation and configuration management.
• Understanding of messaging queues (e.g., RabbitMQ, Kafka).