Systems Support Engineer (Customer Success) US Home Office /100% Remote

WorkStaff USA - Colorado Springs, CO

~This position is open to local (Colorado Springs) or US home-based remote work can apply. Apply within if interested~


Who we are: Our software platform enables automotive and IoT manufacturers to get easy-to-use, compelling, Graphical User Interfaces (GUIs) on any embedded hardware. By providing powerful, professional-grade embedded GUI development tools, we help creative, customer-focused designers and software engineers worldwide efficiently deploy amazing user interfaces. Automotive, medical, industrial and consumer electronics companies rely on our best-in-class software and services to get their GUIs into production.


Primary Responsibilities:

  • Become a systems generalist across the company tool chain at the user interface and embedded systems level and stay current as the product line evolves
  • Monitor incoming customer support requests, triage and communicate status to customers in a timely manner
  • Investigate and debug issues, collaborate with cross-functional teams, and drive a majority of support cases to closure with quality solutions
  • Communicate with customers at the appropriate technical level, from graphic designers to embedded software engineers, and explain the tradeoffs of possible solutions
  • Escalate issues to the appropriate team (Product Engineering, Engineering Services) in cases where a solution requires additional product or project expertise
  • Build, maintain, and expand a knowledge base of known issues and solutions
  • Create concise, customer facing documentation and troubleshooting steps for common issues
  • Work with technical leadership to provide internal visibility for customer pain points and identify potential workflow improvements
  • Identify and communicate potential sales opportunities based on understanding and recognizing gaps in customers’ solutions

Required Education, Experience and Competencies:

  • BS in Computer Engineering, Electrical Engineering, Computer Science or a related technical discipline
  • 3+ years of experience in software support, preferably using a graphical user interface platform
  • Experience programming and debugging embedded systems and understanding their limitations
  • Working knowledge of tools used in the Software Development Lifecycle (e.g., JIRA, GitHub)
  • Ability to analyze, understand, and decompose issues in order to determine root cause and solutions
  • Interpersonal skills and ability to interact and work with staff and customers in a global environment
  • Excellent written and verbal communication skills
  • Ability to work both independently and in a team environment — teams are often distributed
  • Excellent time management skills, ability to prioritize and multi-task, and work under shifting deadlines in a fast-paced environment
  • Preferred:
    • Experience with ZenDesk
    • Knowledge of user flows and common constructs when creating graphical user interfaces


Company Global Headquarters: Colorado Springs, CO
Position Location: HQ or remote from US-based home office
Budgeted Base Salary Range: $75,000 to $85,000
Benefits Eligibility: Full Benefit Package


Security Clearance Required: No

Visa Candidate Considered: No


Base Salary - $75,000 to $85,000


Benefits - Full

Relocation Assistance Available - Possible for ideal candidate

Commission Compensation - No

Bonus Eligible - No

Overtime Eligible - No

Interview Travel Reimbursed - No



Candidate Details

2+ to 5 years experience

Seniority Level - Associate

Management Experience Required - No

Minimum Education - Bachelor's Degree

Willingness to Travel - Occasionally

Posted On: Thursday, April 15, 2021
Compensation: $75,000 to $85,00

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