Software Support Engineer

Environmental Systems Corporation designs, manufactures and supports environmental compliance software within the emissions compliance industry.  Our team of dedicated professionals is committed to creating solid products derived from experience and knowledge. Always looking to the horizon of the industry’s next need, ESC will continue to be the thought-leader within the stack emissions compliance industry.  We are actively looking for an experienced Software Support Engineer to join our team in Austin, Texas.

This position is responsible for providing outstanding technical support to help customers meet their objectives for complying with environmental regulations.  The Software Support Specialist achieves this objective by responding to customer requests for support and working to troubleshoot and resolve problems with the installation, configuration, application, and maintenance of our software products.

Responsibilities:

  • Answer inbound phone call and online chats, and respond to inbound email requests for customer support
  • Work independently to troubleshoot and resolve customer support cases by replicating problems, isolating the cause of problems, identifying potential solutions to problems, testing potential solutions to problems, and working with the customer to implement solutions
  • Document and track customer support cases throughout their lifecycle
  • Prioritize and manage personal efforts to troubleshoot and resolve customer support cases to meet customer support goals
  • Keep customers informed of progress made to troubleshoot and resolve customer support cases
  • Document known solutions to common customer problems in the customer support knowledge base
  • Report enhancement requests received from customers to the appropriate functional groups within ESC
  • Communicate bug fixes and new product enhancements to customers
  • Ensure customer satisfaction by providing quality support to customers in a professional, timely, and fair manner

Requirements:

  • Bachelor’s computer science; applicable technical degree with applicable experience.
  • ​3-5 years of experience in a customer service/support oriented position (direct experience in a technical/software support position is a plus)
  • Demonstrated ability to install, configure, use, maintain, and troubleshoot complex software products
  • Must be able to effectively communicate with internal and external customers, relaying complex technical information, including being able to effectively communicate in urgent or emergency situations
  • Ability to work with peers in a fast-paced environment

To learn more about our company please visit our website at www.envirosys.com.

ESC provides a competitive pay and benefits package.
ESC is an equal opportunity employer.
ESC will not provide any relocation reimbursements.
ESC will not provide any employer sponsorship.