Software Support Engineer

Job ID 2022-2883
Category
Software Engineering
Job Locations
US-IL-Chicago
Workplace Arrangement
Hybrid, Remote

Overview

Seeking an Applications Engineer to provide world-class software support as a subject matter expert.

 

As a Software Support Application Engineer, you will provide primary technical product support for Integrated Systems software products, as well as other products that rely on firmware and network configuration. You will also provide secondary product technical support for the balance of the Shure Integrated Systems product line. You will create and conduct external training seminars for Shure dealers, sales representatives, end users, and, occasionally, international distribution centers.

 

Responsibilities

  • Resolves customer application problems, including performing follow-up technical support, by working with Product Development, Product Management, Service, Quality Assurance,   and other departments
  • Resolves software troubleshooting issues, as it relates to Shure products (installation, OS configuration, network access control, best practices, etc.)
  • Documents details of issues and resolutions using Salesforce CSP, creating cases and following through to case closure.
  • Provide technical assistance in the design/integration of customer applications relating to complex network infrastructure
  • Provides technical assistance with software installation and configuration, particularly as it relates to server and corporate IT-based environments, including network access control and endpoint management.
  • Researches, writes, and publishes advanced technical applications bulletins, advanced technical training material, and technical “white paper” or educational guides.
  • Conducts training seminars for associates, sales representatives, dealers, end users, and, occasionally, international distribution centers.
  • Prepares and presents demonstrations and applications of Shure product at trade shows, seminars, sales meetings, etc.
  • Provides technical support to sales staff in determining application of Shure products to customer requirements.
  • Staffs Company exhibits at industry trade shows at the request of the Sales and/or Marketing Communications Departments.
  • Develops and suggests product improvements and modifications based on customer requirements.
  • Reviews new products for proper use with other products, including performing alpha and beta testing on new products to gain familiarity and working knowledge.
  • Performs other duties as assigned, which may include assisting in the maintenance of department files and sample equipment and performing other departmental administrative functions.

Qualifications

  • Bachelor’s degree in computer technology or IT-related field. Graduate coursework is desirable.
  • Minimum of 2 years of experience
  • Expert knowledge of Windows operating systems, IT infrastructure, mass deployment and endpoint management, network access control, implementation, and basic troubleshooting
  • Microsoft Certification required (Modern Desktop Administrator Associate)

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