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Eaton · 2 days ago

Software Solutions Engineer

Raleigh, NC

Full-time

Hybrid

Mid Level

$94K/yr - $138K/yr

3+ years exp

Eaton is a leading company in the power management industry, and they are seeking a Software Solutions Engineer to support their data center software platform. The role involves troubleshooting complex issues across various systems and ensuring high customer satisfaction through effective solutions and communication.

Electric Vehicle

No H1B

Responsibilities

Manage customer, partner, and user interactions within the support portal, ensuring seamless support experience

Respond to logged issues within defined SLAs, prioritizing tickets based on urgency and key metrics such as First Response Time, Issue Aging, and Mean Time to Resolution

Engage with customers, partners, and internal resources to resolve open issues, consistently meeting or exceeding committed timelines

Schedule and conduct interactive troubleshooting sessions (Webex, Teams, etc.) to resolve complex technical issues collaboratively

Plan and execute approved upgrades and patch deployments for customer application platforms, minimizing downtime and maximizing reliability

Escalate unresolved issues to development teams, tracking progress and ensuring timely resolution

Document advanced troubleshooting processes and solutions for use by the broader technical support team, promoting knowledge sharing and consistency

Capture and contribute actionable tips, solutions, and best practices to the Support Portal Knowledgebase, empowering users to self-serve and reduce ticket volume

Mentor and train lower-tier support team members on advanced platform topics, fostering skill development and reducing Tier 3 escalations

Maintain internal application instances with current software versions for reference and testing purposes

Contribute to the product feature video library by recording real-world usage examples, enhancing customer education and engagement

Qualification

Linux OS administrationAdvanced troubleshootingData center experiencePython scriptingRelational databasesNetwork troubleshootingCustomer-centric mindsetPrioritization abilitiesMultitasking abilitiesCloud Platforms experienceVirtualization experienceCommunicationMentoring technical staff

Required

Bachelor's degree from an accredited institution

Minimum 3 years of software or technical support experience

Eaton will not consider applicants for employment immigration sponsorship or support for this position. This means that Eaton will not support any CPT, OPT, or STEM OPT plans, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, I-485 job portability, etc