Software Support Engineer

Skills

About the Role

You will monitor critical automation systems, investigate alerts and production incidents, and coordinate escalations with engineering and operations. You will document resolutions, analyze incident trends, maintain dashboards and runbooks, support updates, and create tools that improve support workflows.

Requirements

• Bachelor's degree in a technical field or equivalent experience
• 2+ years of technical support, NOC operations, systems engineering, site reliability, or similar experience
• Experience supporting production systems, incident response, escalation management, and root-cause analysis
• Familiarity with automation, controls, or material-handling systems
• Electrical and mechanical troubleshooting experience
• Linux or Unix and Python scripting proficiency
• Experience with dashboards, reporting tools, or monitoring platforms
• Ability to communicate and document technical issues clearly
• Ability to participate in a 10x7 support model and on-call rotation
• Ability to work a hybrid schedule with two on-site days at Wilmington headquarters and two remote days

Responsibilities

• Troubleshoot and resolve live-site system issues
• Coordinate incident triage, escalation, mitigation, and stakeholder communication
• Monitor system performance and respond to alerts
• Document incidents, root causes, resolutions, and corrective actions
• Analyze incident data and identify recurring issues
• Maintain dashboards, reports, runbooks, and training materials
• Create scripts and tools that improve support workflows
• Support system, software, and network updates
• Participate in on-call escalation support

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Disability insurance
• 401K
• PTO