Software Solutions Specialist

🕒 3 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟢 Júnior

🦅 Patrocina Visto H1B

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Neogen Corporation

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

🧬 Biotecnologia

🌾 Agricultura

🍽️ Alimentos e Bebidas

Biotechnology • Agriculture • Food & Beverage

As soluções da Neogen® podem ser encontradas em cada etapa da cadeia alimentar.

Descrição

• Serve as a Tier III escalation point for software and firmware-related customer issues • Troubleshoot, analyze, and resolve complex customer cases with internal teams • Provide advanced troubleshooting guidance, product knowledge, and support resources to Tier I and Tier II Technical Support, Customer Success, and international teams • Learn new software and firmware functionality with each release • Create and update training materials, knowledgebase content, and troubleshooting documentation • Train team members on new functionality before release, including expected behaviors, troubleshooting steps, and known limitations or workarounds • Monitor software bug and enhancement queues, validate reported issues, gather details, and prepare information for escalation • Document reproduction steps and coordinate with Product Owners and Software Development teams • Recommend solutions, workarounds, or next steps for technical and product issues • Contribute to project planning, issue prioritization, and release readiness activities • Maintain support content, knowledgebase articles, internal documentation, and troubleshooting guides • Build working relationships across Neogen teams • Perform other related duties as assigned

🎯 Requisitos

• Experience providing software support, technical support, application support, firmware support, or similar customer-facing technical troubleshooting • Ability to analyze complex technical issues, identify relevant information, document findings clearly, and recommend practical solutions • Strong written and verbal communication skills • Ability to explain technical concepts to technical and non-technical audiences • Ability to create and maintain knowledgebase content, troubleshooting documentation, training materials, and issue reproduction steps • Ability to collaborate with Technical Support, Customer Success, Product, Software Development, and international colleagues • Demonstrated problem-solving skills, sound judgment, attention to detail, and ability to prioritize work in a fast-paced support environment • Ability to learn new software functionality, features, workflows, and tools with each release • Ability to lead by example, support team learning, and contribute to a culture of trust, teamwork, openness, respect, and service • Proficiency with or ability to quickly learn Azure DevOps and/or Jira • Proficiency with or ability to quickly learn Microsoft Teams • Proficiency with or ability to quickly learn Microsoft Outlook • Proficiency with or ability to quickly learn SharePoint • Proficiency with or ability to quickly learn Steps Recorder or similar screen/documentation tools • Proficiency with or ability to quickly learn Zendesk or similar customer support platforms • Proficiency with or ability to quickly learn Salesforce or similar CRM systems • Proficiency with or ability to quickly learn Freshservice or similar IT service management tools • Proficiency with or ability to quickly learn Confluence or similar documentation platforms • Bachelor's degree in computer science, information technology, software engineering, or a related field and 1-3 years of relevant professional software support experience; or Associate degree, technical certification, or equivalent practical experience and 3-5 years of relevant professional software support experience; or an equivalent combination of education, training, and experience • Ability to perform the essential functions of the role, with or without reasonable accommodation • Desirable: experience supporting software or firmware products in a regulated, technical, agricultural, food safety, animal safety, life sciences, or similar environment • Desirable: experience working with global or distributed teams across multiple time zones • Desirable: experience validating customer-reported software defects and preparing bug reports • Desirable: experience supporting release readiness, user acceptance testing, pre-release training, or product launch activities • Desirable: familiarity with Agile development processes, product backlog workflows, defect triage, or sprint-based development • Desirable: experience using support-case, bug-queue, or customer-feedback data to identify trends • Ability to move or manage limited testing equipment or hardware, typically under 40 pounds per device, as needed

🏖️ Benefícios

• The opportunity to contribute to Neogen's mission by supporting software and firmware solutions that help customers protect and enhance the world's food supply, animal health, and public health • A collaborative, service-focused environment that values openness, honesty, credibility, respect, and teamwork • Opportunities to work closely with cross-functional teams, including Technical Support, Customer Success, Product, Software Development, and international colleagues • Exposure to new software releases, product functionality, troubleshooting methods, and continuous learning opportunities • A role that may be performed remotely or in person, based on business needs, team collaboration, and role expectations