Technical Support Engineer III

Summary

Join Eyelit Technologies as a Technical Support Engineer (TSE) and become the primary point of contact for customers using our MES-M software. You will be responsible for supporting and maintaining existing software solutions, developing interfaces to third-party systems, and providing first and second-line support. This role requires strong problem-solving skills, experience with SQL/Oracle databases, and a background in technical software support. You will collaborate with various teams, mentor junior team members, and contribute to improving departmental objectives. The ideal candidate possesses excellent communication skills, thrives in ambiguous situations, and has a proven track record of success in customer-facing roles. Eyelit offers competitive compensation, learning and development opportunities, and a supportive work environment.

Requirements

• Basic understanding of fundamental programming concepts
• Knowledge or relevant experience with an Object-Oriented Programming language such as C# (preferred), Java, Python, Angular etc
• Some understand of back-end/full stack development
• Knowledge of SQL or Oracle databases and query building including nesting queries
• Coordinate with Development and QA teams on requests and changes
• Ability to work and learn independently
• The ability to assess and prioritize tasks effectively
• Customer facing experience or Stakeholder Management Experience
• Bachelor’s or Advanced Degree in a relevant field (Computer Science, Information Technology)
• 4-6 years of experience in technical software support or a related field with extensive experience in escalations and collaboration with development engineers

Responsibilities

• Support and maintain existing software and customer solutions – working to maintain target ticket backlog, issue response and resolution and ultimately customer satisfaction
• Specify, develop, and test interfaces to third-party systems – enabling efficient and effective on boarding of new customers
• Provide first and second line support to customers
• Interpret and analyze user requirements
• Write innovative, scalable, robust software solutions for our clients
• Work closely with project managers, other implementation consultants, and sales and marketing professionals to seek out and identify opportunities for future expansion
• Design, implement, and debug database queries to solve real-world problems
• Support project implementations from initial customer training through to post implementation support phase
• Help drive improvements on the department’s Measurable Objectives
• Mentor Level 1 and Level 2 Support Team members
• Coordinate with Development and QA teams on requests and changes
• Conduct Status meetings with Customers on tickets
• Ability to understand design versus feature requests
• Ensure adherence to established processes and procedures
• Efficiently triage and convey requirements to the services team, facilitating further scoping of work with the customer

Preferred Qualifications

• Experience in a manufacturing environment
• Experience in change control procedures
• Prior application support experience
• Experience with CRM systems and processes
• Exposure to Power BI
• Exposure to cloud platforms such as AWS or Azure

Benefits

• Competitive compensation
• Learning and Development opportunities
• Dynamic company culture
• Supportive time away from work practices
• Robust health insurance plan offerings