Software Support Engineer

Sustainability that means business

Who We Are

Sustainability software specialist, AMCS, is headquartered in Ireland, with offices in Europe, USA, Canada and Australasia. With over 1,300 highly-skilled employees across 22 countries, we specialize in delivering technology solutions to facilitate a carbon neutral future.

What We Do

Our innovative SaaS solutions increase efficiency and boost sustainability in resource-intensive industries. Over 5,000 customers across 23 countries already benefit from our Performance Sustainability software, ensuring we deliver practical solutions for improved profitability and environmental resilience across the globe.

Our People

AMCS offers team members more than just a job, but an opportunity to map out a career with a company that is growing, evolving and setting out new ways of working that are having a positive impact on the world around us. AMCS was established in Ireland and holds onto those local roots and ‘start-up’ mentality with a culture of connection. Connection to our work, our customers, our colleagues and our community that creates a working environment that fosters openness, collaboration and creativity.

Role Description

The Software Support Engineer will join the Global Customer Support Team and report to our Toledo, OH office on a daily basis. The focus of this role is providing the first line of support regarding for our software solutions we provide to our customers. This position requires a passion for support, which includes the correct intake, assignment, and monitoring of various software related requests and issues. We are looking for a professional who loves to operate independently as well as in a team in a complex and diverse environment.

What are your tasks as a Software Support Engineer?

• Provide first line support to customers for incidents / requests for AMCS customer base and ensure that all calls/responses meet AMCS Quality standards and KPI’s.
• Address and resolve incoming application questions and incidents from end users
• Document all pertinent end user identification information and relevant support case information in our CRM database
• Ability to perform root-cause analysis on recurring system issues
• Record, track, and document the problem-solving process
• Test fixes and perform post-resolution follow-ups to ensure adequate resolution of issues
• Perform minor customer training done over the phone or via Teams meetings
• Manage client issue calls, providing status across a portfolio of issues
• Assess and direct requests for programming changes to appropriate staff member
• Must be available to work After Hours Support three (3) days, once per quarter
  
  

What are your skills?

• Experience in a customer facing role is essential.
• You can operate independently as well as in a team.
• Relentless follow up skills.
• You have excellent communication skills (written as well as spoken). You are not shy to keep asking our customers questions to get to the bottom an issue.
• Ability to vary communication based on the target audience (ex: SuperUser, IT, C-Level).
• Strong understanding of the Microsoft Office Suite
• Good understanding of Cloud Computing (Azure) or other SaaS software support.
• You must have the ability to manage multiple workstreams (Calls and Support portal cases) and ensure all daily responsibilities are fulfilled
• Ability to manage competing priorities working in a fast-paced environment.
• You have excellent analytical skills.
• Ability to thoroughly learn new software applications.
• Ability to query a relational database using MySQL to analyze underlying data in support of issue triage and resolution.
• Ability to drive issue to resolution across a matrixed organization.
• You are customer focused.
  
  

What isn’t a must but is a big plus?

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering or equivalent experience
• Experience in the Microsoft Azure portal, including Application Insights
• TCP/IP Networking knowledge and troubleshooting.
• 5+ years of generic knowledge or experience about/with accounting and ERP software.
• Experience with Waste & Recycling processes or industry.
• Experience with software learning, testing, and debugging skills.
• Experience and/or understanding of the LINUX operating system
• Azure Fundamentals certification.
• ITIL v3 or v4 Foundations certification.
• Experience operating under an agile release delivery methodology.