Software Support Engineer (Open To Remote)

Description

BE A MAKER

At Simpson Strong-Tie, there’s a common thread connecting the people who work here: the drive to make things better and figure out how to get it done. We call it the Maker mindset. For over 60 years, our employees have fostered a collaborative workplace where people are engaged in creative thinking from the first day on the job onward. No matter what role you’re in — from production, to sales, to engineering — you’ll contribute to the growth and success of the company by having a Maker mindset.

When you think of the best a family has to offer — support, collaboration and respect — that's what we value. When there's a win, we'll cheer you on. When there's a snag, coworkers step in to help you out. Working on solutions together is just the way we do things here, and that creates an atmosphere that often feels like home.

You'll work alongside talented, passionate, dedicated, humble and genuinely kind people who are all contributing to our shared mission: to provide solutions that help people design and build safer, stronger structures. It's this mission and our strong people-focused values that have made Simpson Strong-Tie a unique place to work — a place where you can connect, create and build your career. We invite you to learn more about our culture and why our employees are our most loyal customers.

YOU

You want to be an important member of a strong team of other makers who take pride in their work and support each other. As a Software Support Engineer you will be responsible for software support of applications created by Simpson Strong-Tie. This includes support for configuration, documentation, installation, upgrades and troubleshooting across a wide array of software applications. That’s year one. If career growth is important to you, we not only know how to help you with that, it’s what we love to do: https://youtu.be/PUqzuWryYcU.

WHAT YOU’LL BE DOING (% of Time)

Support customers by providing technical expertise over the phone and through email inquiries. Defuse complicated or frustrating customer situations, maintaining a positive and solutions-oriented demeanor. Research and provide resolution of complex issues. Troubleshoot reported issues with host environments for network, performance and configuration settings that are out of line with software requirements. Review technical error logs to facilitate resolutions to errors in code or data (TSQL, C#VB.net, etc.). Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation utilizing knowledge of application. Utilize customer management tools diligently to track customer interactions and assist in the development of happy customers. Escalate deep issues to the Development Team. Deliver feedback to Product Management via product management software and by participation in collaborative meetings. (60%)

Assist in installing new environments of on-premise instances of software applications as well as upgrades for internal and external customers. (10%)

Assist in quality assurance activities to verify reliability, functionality, and performance of software releases. (10%)

Assist in translating expert knowledge of the software into usable content for the different public facing help channels used to support our customers. (10%)

Maintain thorough knowledge of Simpson Strong-Tie Builder and LBM software products, features and releases by participating in trainings, team meetings and reviewing videos and other documentation. (10%)

DESIRED SKILLS AND EXPERIENCE

If you can do everything listed above, you’ve got what it takes. Perhaps some of the following would be helpful too:

• 2 years’ experience estimating building materials for residential projects preferred.
• Experience with production home builders and options management preferred.
• Fundamental understanding of database systems (Microsoft SQL, Firebird, MySQL, SQLite, etc)
• Communication: Ability to write in a clear, concise, organized, and convincing manner for the intended audience. Ability to effectively present information to groups of managers, team members and customers.
• Action Oriented: Ability to willingly take practical action to deal with a problem or situation in a timely manner.
• Organization: Ability to arrange resources to get things done; can orchestrate multiple activities at once to accomplish a goal; uses resources effectively and efficiently; arranges information and files in a useful manner.
• Fundamental understanding of computer operating systems and their environments.
• 2 years’ experience using Autodesk Revit and/or ACA preferred.
• Presentation Skills: Ability to deliver effective and engaging presentations of technical content to our customers to help them better understand the subject matter at hand.
• 3 years developing software and/or technical solutions
• Customer Focus: Ability to cultivate relationships that secure commitment and trust with external and internal customer needs.
• Time Management: Ability to organize and plan the division of one’s own time between specific activities.
• Fundamental understanding of object-oriented programming languages such as C#, VB.net, etc.
• Composure: Ability to stay calm and in control in tense or frustrating situations.
• Problem Solving: Ability to identify the information needed to solve problems effectively.
• 2 years’ experience in construction industry, building material or related field.
• Experience working with LBM estimating and back-office software such as Planswift, BisTrack, Sage, Spruce, Quickbooks preferred.
• Bachelor’s Degree in a related field required, preferably in IT, computer science, engineering or another technology-focused field, or equivalent experience.

TRAVEL REQUIRED

This job requires 0% domestic travel.

WORK STATUS & LOCATION

This full-time, exempt position is located in Lafayette, IN or open to remote. Posted pay range is based upon national average and may vary depending on geographical work location.

RELOCATION

Relocation is not available for this position.

Pay

$63800 - $90200 / year

REWARDS AT SIMPSON STRONG-TIE

We recognize and reward employees with a carefully designed and comprehensive rewards package, including competitive compensation, quarterly bonuses or commission and first-rate benefits. May exclude some positions, such as seasonal jobs.

• Quarterly Bonuses/Commission: You will be eligible for either a bonus or commission, paid on a quarterly basis. We believe all employees affect customers, sales and revenue — directly or indirectly – and should be rewarded by sharing the company profits.
• Benefits: We provide a wide range of benefits for eligible full-time employees including: medical, dental, vision, retirement contributions, employee stock purchase and bonus plans, pay for holidays, vacation, sick days, funerals and jury duty, years of service awards, employee discounts, employee referral bonuses, charitable contribution matching, education reimbursement and more.

In keeping with the Company's commitment to the communities in which it does business, we are an equal opportunity employer. This means that to the fullest extent required by local law, employment decisions are based on merit and business needs and not on race, color, citizenship status, national origin, ancestry, sex, gender (which state law may define to include gender identity/expression, transgender identity, pregnancy, childbirth or related medical condition, and gender stereotyping), sexual orientation, age, religion, creed, physical or mental disability, genetic information, medical condition, covered marital status, protected veteran status, or any other basis protected by applicable law.

Please note all job offers are contingent upon a successful background investigation and drug test. Simpson Strong-Tie’s drug policy is based upon Federal Law, and therefore will screen applicants for amphetamines, including methamphetamines, cocaine, marijuana/THC, phencyclidine, and opiates.

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