Position Title: Senior Software Support Engineer
Reports to: ATR Product Support Manager
Location: Remote
About Us
ATR is the industry leader in procedure management and work guidance systems for the high-risk industries. Headquartered in Houston, with offices in Montana as well as outsourcing teams in Ukraine, China, and India; ATR serves clients across the globe. Our customers include some of the largest international oil and gas, petrochemical and nuclear facilities around the world.
About The Role
At ATR, the Product Support Team helps our customers solve the most complex technical issues they encounter, from implementation onwards. This is a senior-level support role for someone with 8+ years of experience in technical product support, troubleshooting complex issues, and working directly with many of the most significant institutions in the oil and gas, petrochemical, nuclear and high-risk industries.
This role is central to almost every other team in the company. You will be working directly with the Product Support team, Software Developers, QA Engineers, and Customer Success.
What you will be working on
Software Support: Gather relevant information regarding software issues/ challenges within the customer environment and assist in developing root cause analysis. Utilize ATR’s internal tracking system to meticulously log all customer issues with details. Escalate complex problems through established tools and processes in accordance with defined SLA commitments. Document user stories and requirements specifications to guide future product development.
Deliver Product
Support via phone and email in a highly professional and courteous manner. Stay informed about product enhancements and fixes included in new releases.
Installation Assistance: Perform software installations and upgrades for ATR’s clients, while effectively addressing environment related challenges. Aid with sanity testing and follow post installation checklists to ensure a seamless end-user experience.
Problem Analysis/documentation: Effectively diagnose customer issues and conduct comprehensive investigations. Take full ownership of issues from start to end, while developing technical solutions or creating self-help knowledge resources as necessary for both internal and external use. Provide technical inputs to develop and enhance product documentation and curate existing support materials in distribution.
Testing: Work on reproducing customer issues in-house, aid in testing and documenting expected outcomes. Collaborate with Support, Dev and SQA teams to share test results, track corrections, and advocate client feedback.
Communication: Demonstrate outstanding verbal and written communication skills while maintaining a positive attitude toward problem-solving. Treat our customers with the highest level of courtesy and professionalism. Stay actively engaged in departmental and cross-functional communications, serving as a dedicated advocate for our customers.
Key Requirements
8+ years of experience in technical product support, troubleshooting complex software issues, and providing customer-facing technical solutions.
Act as the primary point of contact for assigned customers for their technical support requests.
Clearly identify and own issues throughout their lifecycle to ensure effective resolution.
Demonstrate strong analytical/ testing skills with a proactive, solutions-oriented mindset.
Experience working directly with external customers primarily via remote meetings/phone.
Possess excellent verbal and written communication, organizational, and interpersonal skills.
Communicate with kindness, professionalism, and a positive attitude at all times.
Collaborate closely with the Support Manager to analyze and review customer issues and needs.
Effectively prioritize and manage issues while working with multiple customers simultaneously.
Log, triage, and track support tickets using ATR’s internal ticketing and tracking tools.
Maintain flexibility in scheduling, including rotating on-call support during weekends and holidays where necessary. Off hours support may be necessary at times.
Ability to manage a busy workload and balance multiple priorities.
Fulfill any other job duties as assigned.
Technical Skills
Demonstrated expertise in administering, supporting, and troubleshooting Windows Server, IIS, and MS SQL Server environments.
Extensive experience supporting enterprise web applications built on .NET technology, REST APIs, and Entity Framework across hybrid on-premises and SaaS environments, with a strong preference for Azure.
Experience supporting modern SSO authentication methods such as OIDC (highly preferred).
Experience supporting mobile native apps (Android/iOS/Windows) built on React, Electron, Node.js and similar technology (a plus).
Some practical experience in programming languages (C#, JavaScript), Postman, and BI Tools (a plus).
Qualifications
Bachelor’s degree in computer science/related field and industry related experience.
8+ years experience in software customer service/support troubleshooting role.
Our benefits An annual base salary based on experience and qualifications.
A competitive variable compensation package
Flexible healthcare plans by ATR
401k Plan with a very competitive safe harbor match