A-dec is looking for a Software Support Specialist II to provide advanced technical support for their software products, ensuring accurate configuration, troubleshooting, and resolution of complex software issues for internal teams, dealer partners, and end users, while focusing on customer satisfaction and acting as a subject matter expert.
Requirements
- Expert 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.
- Expert knowledge in verifying and configuring wireless network settings, such as SSIDs, security types (WPA2, WPA3), and DHCP settings.
- Highly proficient with common operating systems such as Linux, macOS, and Windows.
- Familiarity with CRM systems, ticketing platforms, and remote support tools.
- Experience supporting SaaS platforms or cloud-based applications.
- Experience using Python and TypeScript to interact with APIs.
Responsibilities
- Delivers responsive, multi‑channel technical support (phone, chat, email) for software products.
- Diagnoses and resolves complex SaaS and connectivity issues.
- Leads registration and white glove onboarding for new software users.
- Provides demo support for sales and training teams.
- Leads 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; ensure 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.
- Expert analytical and problem‑solving skills with attention to detail.
- Collaborative team player with a positive attitude.
- Ability to manage multiple priorities and meet deadlines in a fast‑paced environment.
- 5+ years in technical or software support, preferably in a Tier 2 capacity.
