Software Solutions Specialist

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🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

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Neogen Corporation

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🧬 Biotechnology

🌾 Agriculture

🍽️ Food & Beverage

Biotechnology • Agriculture • Food & Beverage

Neogen Corporation is a biotechnology company that offers a comprehensive range of solutions and services aimed at ensuring food safety throughout the food chain. They cater specifically to the food processing, animal protein, and agriculture industries, helping to protect the global food supply while promoting efficient production practices. In addition to their primary focus on food safety, Neogen also serves the companion and performance animal sectors, as well as engaging in life sciences and toxicology fields.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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