Support Specialist with Emphasis on Engineering Analysis (EA)

RemoteRemoteFull TimePosted 1 month agoHidden Gem · Himalayas

Is this role right for you?

Upload your resume and get a skill-by-skill breakdown — see exactly where you match, where you're close, and what to highlight. Not a mystery percentage.

Get a tailored resume highlighting what this role needs.

Required skills

24/7 support
remote troubleshooting
diagnostics
system settings
software performance
user experience
customer tickets
reproduction steps
Development team
operational processes

Nice to have

electric utility field
Lua scripting

Role summary

The EA Support Technician provides frontline technical support for Milsoft customers, handling installation, troubleshooting, problem resolution, and maintenance in a 24/7 environment. Responsibilities include using phone, email, and remote software to resolve issues and ensure customer satisfaction. The role requires some travel and on-call support. Key functions involve direct technical support, advising on system settings for optimal performance, creating detailed tickets for the Development team, translating complex processes into knowledge articles, and documenting all customer interactions. The position also demands adaptability to new technologies and adherence to company values.

SUPPORT SPECIALIST (With Emphasis on Engineering Analysis)

Department: Support

Reports to: EA Lead/VP of Support and Training

Division: Remote

Classification: Salary/Exempt/Full-time

JOB SUMMARY

An EA Support Technician is responsible for providing frontline technical support services to Milsoft customers, including installation, troubleshooting, problem resolution, and maintenance in a 24/7 support environment. Phone, email, and remote connection software are utilized to resolve customer

issues and achieve customer satisfaction. The position will require some travel and after-hours on-call

support time.

ESSENTIAL FUNCTIONS

Directly resolves technical support inquiries through remote troubleshooting and diagnostics to ensure that all EA products and services function properly
Advises customers on system settings and configurations that favorably impact software performance and user experience
Must be able to turn customer concerns and requests into detailed tickets, including reproduction steps, for action by the Development team
Translate complex operational and system processes into clear instructions and/or explanations as knowledge articles
Document all customer interactions in a support ticketing system
Adapt to new technologies and changes in software functionality through continuous product release cycles
Upholds, safeguards, and promotes Milsoft’s values and philosophy relating particularly to ethics, integrity, and corporate responsibility
Any other duties that may be necessary or assigned from time to time. Such additional duties will not normally change the scope of the job

QUALIFICATIONS

Bachelor’s degree in Electrical Engineering or equivalent work experience
Prior experience in the electric utility field is preferred
Knowledge of Microsoft server/client operating systems, network architecture, and components
Experience with Lua scripting is a plus
Must be able to effectively communicate with customers, both verbally and in writing
Able to adapt and learn new technologies and retain knowledge for future applications

Originally posted on Himalayas

Ready to apply?

You'll be redirected to Milsoft Utility Solutions's application page.