A-dec is looking for a Software Support Specialist I to address and troubleshoot complex software problems and issues, serving as a trusted partner to internal teams, dealer partners, and end users to ensure accurate configuration, troubleshooting, and resolution of complex software issues while maintaining a strong focus on customer satisfaction with A-dec software solutions.
Requirements
- Advanced understanding of network technologies, protocols (HTTP/S, MQTT), RESTful APIs, and tools (Bruno, Postman) for diagnosing connectivity issues between web & mobile applications and cloud-based services.
- Expertise with the iOS and Android platforms and an understanding of how they differ in functionality and user experience.
- Proficient with common operating systems such as Linux, macOS, and Windows.
- Proficient in utilizing available resources to resolve issues.
- Knowledge in verifying and configuring wireless network settings, such as SSIDs, security types (WPA2, WPA3), and DHCP settings
- Familiarity with CRM systems, ticketing platforms, and remote support tools.
- Experience using Python and TypeScript to interact with APIs is desired.
Responsibilities
- Delivers responsive, multi‑channel technical support (phone, chat, email) for software products.
- Diagnoses and resolves advanced SaaS and connectivity issues.
- Assists with registration and white glove onboarding for new software users.
- Provides demo support for sales and training teams.
- Assists with new release support activities including training of internal teams, testing & awareness, and sales communication.
- Acts as a liaison between product teams and customers to ensure feedback is captured and acted upon.
- Maintains and updates Knowledge Base content, decision trees, and error‑message guides; ensures accuracy before and after software releases.
Other
- Exhibits advanced verbal and written communication skills to effectively interact with customers, team members, and leadership; ability to explain technical concepts to non‑technical users.
- Collaborative team player with a positive attitude.
- Ability to manage priorities and meet deadlines in a fast‑paced environment.
- 3+ years in technical or software support, preferably in a Tier 2 capacity.
- A background check and screen for the illegal use of drugs is required.
