Enterprise Software Support Engineer Lead
Folsom, CA
Software Support and Training – Software Support and Training /
Full-Time /
On-site
Job Description
The Enterprise Software Support Engineer Lead (ESSEL) is responsible for providing timely and high quality support to Enterprise and Partner Program customers. They are expected to work toward ticket resolution while maintaining customer relationships. This person will act as a Team Lead, and report to the Enterprise Support Account Manager. They will also be responsible for creating and maintaining comprehensive documentation. This is a full-time, on-site position.
Responsibilities:
- Working as part of a team to handle Enterprise Care and Partner Program tickets
- Maintaining and prioritizing urgent needs of the Enterprise Care and Partner Program customers
- Building relationships, good rapport, and trust with customers
- Proactively communicating with both end-users and the Enterprise Care Manager
- Effectively communicating technical issues, both internally and externally
- Working with Developers and the Enterprise Manager on complex issues
- Handling department-wide escalations
- Training and developing Software Support Engineers, mentoring peers and assisting with troubleshooting
- Evaluating and troubleshooting systems adjacent to Ignition
- Analyzing memory dumps, reviewing Wireshark captures, and performing thread analysis
- Identifying difficult and complex problems, and translating them into comprehensible documentation
Requirements
- Bachelor’s Degree in Computer Science, Computer Engineering, or equivalent experience
- Experience with SQL
- Experience with Python and/or other object-oriented programming languages
- Familiar with Linux (Ubuntu), Windows and OSX Platforms
- Familiar with SQL databases (MS SQL Server, MySQL, Oracle, similar)
- General networking knowledge (routers, switches, subnets, vlan, etc…)
- Excellent communication and interpersonal skills
- Not required, but are a plus:
- Ignition experience, ideally from an integration/end user/IA Support perspective
- Advanced scripting techniques and knowledge of their various applications (Java, Python, etc.)
- 1 year of project or Team Lead experience
- Previous experience in customer facing roles
$90,000 - $120,000 a year
Pay
Based on the Sacramento region, the new hires minimum and maximum yearly target compensation for this role is $90k - $120k. This role will be paid hourly.
Inductive Automation’s ranges are market-driven and set to allow for flexibility. Although it is not typical for an individual to start at the top end of the range for the position, compensation decisions are dependent on: the facts and circumstances of each case, work location, job-related skills, experience, relevant education or training; and other business and organizational needs.
About Us
Who are we?
Champions for industrial automation innovation and driven by a mission statement to empower our customers to swiftly turn great ideas into reality by removing all technological and economic obstacles, we create and deliver solutions that relieve pain points, bring efficiency to operations and optimize integration.
Why Choose Inductive Automation?
Our passion goes beyond customers. We celebrate your personal and professional milestones, and we support our teams with meaningful work in a collaborative environment.
We find that great work-life balance inspires teams to do their best work and empowers people to live their best lives. That's why diversity, fun, and flexibility are ingrained into our work culture.
The Inductive Automation team understands the importance of personal growth and social connection. So things like time for professional development, or company and team activities are baked right into the schedule to keep us all engaged, connected, and prospering.
Benefits and Perks
100% Covered Health Care: Don’t pay a dime for your medical, dental, and vision insurance.
Work/Life Balance: Create a work schedule that fits your needs.
Paid Time Off: Receive paid holidays, vacation, and sick time.
401k with Match: Save for the future with our company-matching 401k program.
World-Class Headquarters: While on-site, enjoy complimentary snacks and beverages, then challenge a friend to a game of pool, table tennis, shuffleboard, or foosball.
Adjacent Nature Reserve: On-site employees enjoy breathtaking views and adventures that energize and inspire.
