Software Support Engineer

Position Title
: Software Support Engineer

Reports to
: ATR Product Support Manager

Location
: Remote

About Us

ATR is the industry leader in procedure management and work guidance systems for the high-risk industries (petrochemical, nuclear, refining, energy, and power). Headquartered in Houston, with offices in Montana as well as outsourcing teams in Ukraine, China, and India; ATR serves clients across the globe. Our customers include some of the largest global international oil and gas companies.

About The Role

At ATR, the Product Support Team helps our customers solve the most complex technical issues they encounter, from implementation onwards. You’ll be a client-facing technician, working directly with many of the most significant institutions in the petrochemical, nuclear and high-risk industry.

This role is central to almost every other team in the company. You will be working directly with the Product Support team as well as Software Developers and QA Engineers as required, and Customer Success.

What you will be working on

Software Support
: Gather relevant information regarding software issues/ challenges within the customer environment and assist in developing root cause analysis. Utilize ATR’s internal tracking system to meticulously log all customer issues with details. Escalate complex problems through established tools and processes in accordance with defined SLA commitments. Document user stories and requirements specifications to guide future product development. Deliver Product Support via phone and email in a highly professional and courteous manner. Stay informed about product enhancements and fixes included in new releases.

Installation Assistance
: Perform software installations and upgrades for ATR’s clients, while effectively addressing environment related challenges. Aid with sanity testing and follow post installation checklists to ensure a seamless end-user experience.

Problem Analysis/documentation
: Effectively diagnose customer issues and conduct comprehensive investigations. Take full ownership of issues from start to end, while developing technical solutions or creating self-help knowledge resources as necessary for both internal and external use. Provide technical inputs to develop and enhance product documentation and curate existing support materials in distribution.

Testing
: Work on reproducing customer issues in-house, aid in testing and documenting expected outcomes. Collaborate with Support, Dev and SQA teams to share test results, track corrections, and advocate client feedback.

Communication:
Demonstrate outstanding verbal and written communication skills while maintaining a positive attitude toward problem-solving. Treat our customers with the highest level of courtesy and professionalism. Stay actively engaged in departmental and cross-functional communications, serving as a dedicated advocate for our customers.

Key Requirements

• Act as the primary point of contact for assigned customers for their technical support requests.
• Clearly identify and own issues throughout their lifecycle to ensure effective resolution.
• Demonstrate strong analytical/ testing skills with a proactive, solutions-oriented mindset.
• Experience working directly with external customers primarily via remote meetings/phone.
• Possess excellent verbal and written communication, organizational, and interpersonal skills.
• Communicate with kindness, professionalism, and a positive attitude at all times.
• Collaborate closely with the Support Manager to analyze and review customer issues and needs.
• Effectively prioritize and manage issues while working with multiple customers simultaneously.
• Log, triage, and track support tickets using ATR’s internal ticketing and tracking tools.
• Maintain flexibility in scheduling, including rotating on-call support during weekends and holidays where necessary. Off hours support may be necessary at times.
• Ability to manage a busy workload and balance multiple priorities.
• Fulfill any other job duties as assigned.

Technical Skills

• Possess working knowledge of Windows Server, IIS, MS SQL Server.
• Experience supporting web applications developed using .NET technology, REST APIs, and Entity Framework in both on-premises and SaaS environments, with a strong focus on Azure (preferred).
• Experience supporting modern SSO authentication methods such as OIDC (highly preferred).
• Experience supporting mobile native apps (Android/iOS/Windows) built on React, Electron, Node.js and similar technology (a plus).
• Some practical experience in programming languages (C#, JavaScript), Postman, and BI Tools (a plus).

Qualifications

• Bachelor’s degree in computer science/related field or 2-3 years industry related experience.
• Prior experience in software customer service/support troubleshooting role.

Our benefits

• An annual base salary based on experience and qualifications.
• A competitive variable compensation package
• Flexible healthcare plans by ATR
• 401k Plan with a very competitive safe harbor match