Your role
At Atlas Copco, we don't just value the work you do; we value who you are. We're a global technology leader with a 150-year legacy, aiming to make a positive impact on industries and communities around the world. Our commitment to sustainability and innovation keeps us moving forward, and we're looking for dynamic individuals who want to be part of that journey.
Who Thrives Here?
At Atlas Copco, success comes from curiosity, innovation, and a drive for excellence. If you enjoy problemsolving in a dynamic environment and deliver accurate, timely results while managing multiple priorities, you'll thrive here.
Are You Our Next Software Support Engineer?
As a Software Support Engineer, you'll serve as a senior technical resource for customers using our fastening and software products. You'll handle more complex and less-defined technical issues, apply advanced troubleshooting techniques, and exercise sound judgment when diagnosing and resolving problems. You'll also provide guidance and escalation support to Software Support Specialists, helping ensure consistent, high-quality outcomes across the team.
Working remotely with occasional domestic travel, you'll collaborate with local and global teams to keep customers productive, informed, and confident in the technology they rely on. You'll "own" complex support requests end-to-end, becoming a go-to expert for both customers and internal partners. In addition to resolving advanced customer issues, you'll be relied on to support peer problem-solving and knowledge sharing across the team.
If you enjoy solving problems, helping customers, staying organized, and being part of a service-driven team, this is the role for you.
Schedule & Availability
This role supports our standard coverage model of 8:00 a.m. - 8:00 p.m. Eastern Time, with a primary weekday schedule of Monday-Friday, 11:00 a.m. - 8:00 p.m. ET. Candidates located on the West Coast may find this schedule aligns well with standard business hours.
Team members may voluntarily participate in an on-call rotation to provide additional coverage outside of standard hours, including limited weekend availability. On-call participation is scheduled at least one week in advance and is compensated through additional on-call pay in addition to base salary.
Occasional travel for training and meetings is expected (approximately 10%).
How You'll Make an Impact:
Provide advanced technical support for fastening and software products, resolving complex or non-routine issues.
Respond to customer calls, emails, chats, and tickets within agreed SLA expectations.
Lead in-depth investigations, applying advanced debugging techniques and independent judgment
Maintain accurate case notes and customer information to support resolution quality and continuity.
Communicate next steps, expectations, and optional service offerings
Ensure customer satisfaction before closing tickets and verify resolutions are complete
Serve as an "owner" for assigned tickets and shared processes; keeping documentation updated, sharing updates, and supporting our teams
Act as an escalation point and technical mentor for Software Support Specialists
Collaborate with Sales by identifying service or sales opportunities, and keeping customers' sales team informed of notable issues
Support onboarding of new team members and other administrative duties in various platforms
Participate in continuous improvement activities that provide customer value and enhance the customer experience
To succeed, you will need
* At least 5 years of experience in technical support, customer service, troubleshooting, or a similar problem-solving role
* Experience with the following software:
Microsoft SQL. Debugging, server and database setup, including ability to develop custom queries for reports and scripting for troubleshooting.
Windows Servers. Application installations, service setups, debugging
API and open telemetry knowledge and configuration
Log file reading. Understands what a log file is and does for troubleshooting.
Troubleshooting network communication between devices
Bonus if experience Azure, Google and AWS cloud experience
Bonus if experience with Linux, Kubernetes, Dockers and Simulators
Bonus if C # or .Net Core programming experience
* Willingness to learn to become an expert in the above items
* Ability to thrive in a very collaborative, transparent, candid and team environment.
* Strong communication skills and a professional customer-focused mindset
* A proactive mindset with a sense of urgency equal to (or greater than) customer expectations
* Critical thinking and logical troubleshooting methodology are a must
* Technical acumen with proficiency in general software use and understanding
* Ability to prioritize, follow processes, and meet response-time expectations
* Willingness to develop deep product knowledge and serve as a resource for others
* Ability to read and study documents on-the-fly for resolving issues quickly
* Must be comfortable to self-train with provided knowledge bases
* Comfortable working in a fast-paced support environment across multiple platforms
*... For full info follow application link.
Atlas Copco Tools & Assembly Systems LLC is an equal opportunity employer and does not discriminate in hiring or employment related decisions because of race, color, sex, religion, national origin, age, disability, sexual preference, genetic information, protected veteran status or any other protected class. Job promotions at Atlas Copco will be based on such factors as quality of work, prior job performance, attendance, safety record, and ability to work well with others. Accessibility Notice: If you need reasonable accommodation for any part of the employment process due to a physical or mental disability, please send an email to: [email protected] or call 973-397-3400. Reasonable accommodation requests will be considered on a case-by-case basis.
