Customer Support Engineer

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Job description

Apex Systems, the nation's 2nd largest Information Technology staffing firm, has an opportunity for a Customer Support Engineer to work for a large Robotics Software company in Orlando, FL.? This is a contract to hire position with an opportunity to go full time for the right candidate.? The client offers a variety of perks, including a flexible remote schedule and the opportunity to work with the newest technologies. This Customer Support Engineer will be joining an existing team but will need to be able to work on his/her own and take ownership of their tasks.

Applicants must have 3+ years of IT Support Experience. Candidates also must have experience with Ticketing Systems and Software Testing Processes. If interested in this position or any other opportunities in the greater Central Florida area, send a resume to Bre Barnette, Technical Recruiter in Apex's Orlando Office -

Day to Day Responsibilities/typical day look like:

As part of a global team, you will be responsible for answering and resolving customer support calls and collaborating with our engineering team to diagnose and fix product issues. Also, this position will entail supporting testing of Robotics software when not working on customer support activities.

Immediate triage of incoming calls, debugging, researching root cause, writing tickets for developers

l Develop an understanding of customer processes and standard operating procedures.

l Answer phone calls or trouble tickets from customers

l Diagnose and Resolve customer phone calls or trouble tickets

l Update status of trouble tickets in a customer support ticket management system

l Ability to work with the Software or Robotics Engineering team to diagnose and resolve phone calls or trouble tickets

l Respond to customer inquiries on product usage, performance and administration after system deployment.

l Perform testing of new features and perform regression testing of Software

l Ability to reproduce issues on internal test systems.

Required Skills:

3+ years experience in a software troubleshooting role

Bachelor's degree in Engineering, Computer Science or other STEM related degree

Ticketing System experience (they're using Jira but will take Zendesk, Servicenow, Netsuite, Salesforce, etc)

Understanding of relational database systems (MySQL, Oracle, MS SQLServer, etc.)

Experience with debugging, UAT testing

Excellent problem solving skills, self sufficient, can hit the ground running

Plusses (Nice to Haves):

Jira

STEM Degree

*Please note that as a contract employee of Apex Systems, you'd be eligible for Health, Dental, Vision and Life Insurance; Short Term Disability; Hospitalization Coverage; Direct Deposit; Weekly Pay Periods; Training and Development Programs; and our Referral Program.*

EEO Employer

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or . - provided by Dice