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Industrial Automation, Logistics, Material Handling, Software

Software Support Engineer

Cincinnati, OHOnsiteFull TimePosted 5 days agoVisa sponsorship available

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Required skills

  • FulfillX
  • Kardex
  • customer sites
  • system availability
  • system stability
  • resolution
  • deployments
  • patches
  • upgrades
  • customer environments

Nice to have

  • software support
  • software product
  • customer satisfaction
  • quality

Role summary

The Software Support Engineer role focuses on maintaining high system availability and stability for the FulfillX software platform at active customer sites. Responsibilities include troubleshooting, resolving customer issues with speed and accuracy, coordinating deployments of patches and upgrades, and providing customer-facing support. This position acts as a key feedback loop to the software engineering team and may involve support for third-party integrations. The role requires an on-call rotation and occasional work outside standard hours to address critical customer needs.

Support active customer sites with the FulfillX software platform with the objective to achieve the highest level of system availability and stability as possible. In the event of a customer support event, this role supports through troubleshooting and resolution of issue(s) with speed, accuracy, and excellent communication. This role will also coordinate deployments of patches and/or upgrades to customer environments.

Your tasks

The software support engineer is a critical part of the software and support teams who is responsible for the on-going support of active customer sites utilizing the Kardex FulfillX software product. He/she will be in a customer facing position and will need strong communication, customer service, organizational and troubleshooting skills. He/She will be an important feedback point to the software engineering team on customer satisfaction and quality of the FulfillX product and the individual must be able to help drive continuous improvement. The candidate will be responsible for troubleshooting, triaging, and resolving tickets around the FulfillX Platform.


Support will be focused on the FulfillX software product but could include additional third-party software systems and integrations based on the specific customer site.


This position involves an on-call rotation to provide customer support outside of normal business hours as needed. The role will occasionally require work outside of the standard work week schedule, including evenings, weekends, and holidays, to support critical customer issues and maintain system availability.

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