ImageTrend is looking for a Software Support Engineer to provide advanced product support and technical troubleshooting to the Customer Success Team. Under the direction of the Lead Software Support Engineer, you will conduct in-depth analysis and escalate complex technical issues to development teams.
What You'll Do
- Conduct research and troubleshoot advanced technical items across the organization.
- Create and manage script requests for data cleansing, migrations, imports, exports, and uploads.
- Monitor daily applicable support queues and take action as needed.
- Serve as a subject matter expert for internal and external stakeholders, providing training and technical expertise.
- Provide high quality project service delivery for unique or high priority projects.
- Identify common issues and trends, and work with Engineering on workflows and tools to streamline future escalations.
- Document fixes, processes, and changes, and communicate to the appropriate stakeholders.
- Collaborate with departments like Sales, Client Services, and Engineering to foster alignment and ensure a positive client experience.
- Deliver training and collaboration experiences within Client Services.
- Travel to orientation, industry events, and other onsite meetings as required.
What We're Looking For
- A degree in Computer Science or an equivalent combination of education and relevant work experience.
- Professional experience working with relational databases.
- Strong verbal and written communication skills, with the ability to explain complex concepts clearly.
- Effective analytical and critical thinking skills.
- Ability to translate plans into phased actions.
- Technological savvy and a willingness to learn new technologies.
- Excellent organizational skills, an appreciation for critical timelines, and the ability to self-motivate.
- A strong understanding of standardized data collection.
- Strong attention to detail with the ability to multi-task.
- Ability to work comfortably under pressure.
- Strong interpersonal skills with an emphasis on sharing knowledge and providing continuous education.
- A strong work ethic, integrity, honesty, and a positive attitude.
- Advanced proficiency in the MS Office Suite.
- Understanding of the software development lifecycle.
- Experience with Agile and Scrum methodologies.
- Ability to maintain discretion when handling proprietary and confidential information.
- Enthusiasm for learning and expanding knowledge or skills.
- Ability to travel up to 10% annually.
Technical Stack
- MS Office Suite
Team & Environment
You will report directly to the Lead Software Support Engineer.
Benefits & Compensation
- Compensation range: $60,000 - $75,000 USD + bonus.
- Core healthcare coverages, plus employer-sponsored group policies and additional voluntary plans.
- Flexible PTO, Sick Days, Holidays, Parental Leave, and Volunteering time.
- Roth or Traditional 401(k) with an Employer Match.
- Remote, Hybrid, and Onsite work options, with Flexible and Alternate Scheduling Arrangements.
- Internal growth opportunities, Tuition Reimbursement, Professional Development, and LinkedIn Learning access.
- Community Gains Incentive Program.
- Referral Bonus Program.
- Employee Assistance Program.
Work Mode
This position is open to candidates in the United States. The role offers Remote, Hybrid, and Onsite options.
ImageTrend is an equal opportunity employer committed to a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business.
