Customer Support Engineer

, PA, United States

**Customer Support Engineer**

**Conshohocken, PA**

Invata is seeking a **Customer Support Engineer** with excellent communication skills and technical support experience to join the Invata Customer Support team. This position will be based in our Conshohocken, PA office.

Invata Customer Support Engineers work with Invata customers to resolve any issues they may have involving our software and hardware platforms. The chosen candidate for this position will work with a proactive team of support engineers to improve our customer operations by reducing client downtime.

**About Customer Support Engineering:**

We are experts in the analytics, design, implementation, and life cycle support of automated distribution centers, fulfillment centers, and warehouses with demonstrable proficiency in both software and systems engineering and development.

We support those intralogistics systems 24/7/365 for the life of the operation, ensuring they not only stay ahead of fluctuating productivity demands, but are also adaptable to our clients evolving business needs for years to come. The result is a seamless synthesis of process and technology that engenders leaner, more productive, more adaptable, and more profitable fulfillment center and distribution center enterprises.

Since we only build intralogistics systems that we know we can support, life cycle support is part of every Invata Intralogistics solution. If a problem arises, we are committed to getting systems up and running as fast as possible. There are no third parties and no finger pointing, we take 100% responsibility.

Our Customer Support Engineering team ensures we can take on that responsibility.

**Customer Support Engineering Position Requirements:**

* Technical support experience, preferably in complex environments involving virtual and physical elements

* Experience with effectively translating reported customer experience into actionable troubleshooting steps resulting in issue resolution

* Excellent communication skills across multiple platforms and with all levels of internal resources and external customers

* Hands on experience with Windows/Linux environments

* Propensity for working with and mentoring others

* Proficient in SQL Server, including scripting and performance optimization; Application development, preferably .Net stack

* Open to occasional travel to gain client and industry experience

**Customer Support Engineering Position Required Skills:**

* Ability to review logs and run queries to troubleshoot system failures whether software or hardware related

* Proactive nature to not only predict product failures in the field but prevent them before they are discovered by the client

* Superior written and interpersonal communication including effective listening

* Proven aptitude for performing under pressure in a fast-paced working environment

* Inherent curiosity and ability to learn from existing library of work

* Willingness to improve the companys knowledge base when gaps are discovered

* Be a strong-minded individual who thinks outside the box to determined software/hardware failures and inquire whenever possible

If you are interested in joining a team that takes pride in its work and puts the client first, then let us know.

**Customer Support Engineering Position Responsibilities:**

* Answer client phone calls in a timely manner during scheduled rotational shifts

* Engage clients on a personal level to ensure positive customer experience

* Troubleshoot client issues remotely using virtual private networks (VPNs) or Remote Desktop Protocol (RDP)

* Open and track incident tickets within a helpdesk request tracker software tool and follow through until issue is resolved

* Update internal customer support runbook to make sure procedures and operations are always up to date

* Collaborate with internal teams and seasoned personnel to absorb tribal knowledge and then record that information

* Generate reports on customer issues that come in through the call center to make sure the customer support department key performance indicators (KPIs) are met

* Provide relevant feedback to other departments within the company that can enhance the clients experience and needs

* Monitor system operations to detect potential issues

* Capture client enhancements that could have potential sales integrations

**Customer Support Engineering Position Nice-To-Haves:**

* Skilled in managing customer relations to provide an expertise of the software and hardware platforms

* Experience with newly transformed agile teams that use Kanban as a managing method to improve department efficiency

* Proficiencies in fulfillment/distribution automation technologies, including:

+ PLC development, preferably with Allen Bradley devices

+ HMI development

+ PTL systems

+ Print and apply

+ Complex AS/RS and conveyor systems

* Experience with Atlassian products such as Confluence and Jira Service Desk, or other equivalent incident tracking software

As a nimble, hard-working team, Invata employees share a relentless conviction to the elegance of simplicity, the efficiency of purpose, and the satisfaction derived from finding the best solution to any logistics challenge we face. As a result, inquiry and constant learning are our drivers and comprehension and task ownership comprise the due diligence required for success.

If you are a technical support manager who thrives in a fast-paced environment in which your best efforts have real impact on company success, then we look forward to hearing from you.

At Invata, we task ourselves with guiding our clients through a constantly changing maze of technological and cultural change. To be successful in this pursuit, we need to lead in our field. And to lead, we need employees who are passionate about our mission and their work.

The most successful Invata employees are those who excel at project ownership the ones who understand that complete comprehension of a subject is simply the due diligence required for success.

These employees use inquiry, curiosity, and learning as the tools of their trade. They question, clarify, specify, and then reimagine. They are driven toward success, but not afraid to fail because if they fail, they begin anew.

They embrace data and disruption, and let knowledge lead them wherever it takes them. And then they share that knowledge with their fellow employees and our clients.

If you have the intellectual passion that it takes to be an Invata employee, we'd like to hear from you.

At Invata, we task ourselves with guiding our clients through a constantly changing maze of technological and cultural change. To be successful in this pursuit, we need to lead in our field. And to lead, we need employees who are passionate about our mission and their work.

The most successful Invata employees are those who excel at project ownership the ones who understand that complete comprehension of a subject is simply the due diligence required for success.

These employees use inquiry, curiosity, and learning as the tools of their trade. They question, clarify, specify, and then reimagine. They are driven toward success, but not afraid to fail because if they fail, they begin anew.

They embrace data and disruption, and let knowledge lead them wherever it takes them. And then they share that knowledge with their fellow employees and our clients.

If you have the intellectual passion that it takes to be an Invata employee, we'd like to hear from you.

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