Atlas Copco · 2 hours ago
Software Support Engineer
Auburn Hills, MI
Full-time
Hybrid
Senior Level
5+ years expAtlas Copco is a global technology leader with a commitment to sustainability and innovation. They are seeking a Solution Support Engineer to provide technical support for fastening and software products, ensuring a positive customer experience through troubleshooting and collaboration with global teams.
Building MaintenanceBuilding MaterialCommercialIndustrial
Responsibilities
Provide high-quality technical support for fastening and software products
Respond to customer calls, emails, chats, and tickets within agreed SLA expectations
Investigate issues using approved resources and document all actions taken
Maintain accurate case notes, customer details, and time tracking
Communicate next steps, expectations, and optional service offerings
Ensure customer satisfaction before closing tickets and verify resolutions are complete
Serve as an “owner” for assigned tickets and shared processes; keeping documentation updated, sharing updates, and supporting our teams
Determine when issues require escalation and route requests to other contacts as needed
Collaborate with Sales by identifying service or sales opportunities, and keeping customers’ sales team informed of notable issues
Support onboarding of new team members and other administrative duties in various platforms
Participate in continuous improvement activities that provide customer value and enhance customer experience
Qualification
Required
At least 5 years of experience in technical support, customer service, troubleshooting, or a similar problem-solving role
Experience with Microsoft SQL. Debugging, server and database setup, including ability to develop custom queries for reports and scripting for troubleshooting
Experience with Windows Servers. Application installations, service setups, debugging
API and open telemetry knowledge and configuration
Log file reading. Understands what a log file is and does for troubleshooting
Troubleshooting network communication between devices
Willingness to learn to become an expert in the above items
Ability to thrive in a very collaborative, transparent, candid and team environment
Strong communication skills and a professional customer-focused mindset
A proactive mindset with a sense of urgency equal to (or greater than) customer expectations
Critical thinking and logical troubleshooting methodology are a must
Technical acumen with proficiency in general software use and understanding
Ability to prioritize, follow processes, and meet response-time expectations
Willingness to develop deep product knowledge and serve as a resource for others
Ability to read and study documents on-the-fly for resolving issues quickly
Must be comfortable to self-train with provided knowledge bases
Comfortable working in a fast-paced support environment across multiple platforms
Strong documentation and descriptive skills and attention to detail
Ability to work collaboratively with global teams and internal partners
Self-sufficiency, positive attitude, coachability, and commitment to continuous improvement
Preferred
Bonus if experience Azure, Google and AWS cloud experience
Bonus if experience with Linux, Kubernetes, Dockers and Simulators
Bonus if C # or .Net Core programming experience
Familiarity with ticketing systems a plus
Benefits
Professional Development: Opportunities for growth, training, and career advancement.
Comprehensive Benefits: Medical, Dental, Vision, Disability, Life, and more.
Financial Security: 401(k) with a baseline company contribution and matching opportunities starting at 6%, increasing further with tenure.
Work-Life Balance: Generous paid time off, a comprehensive holiday package, and flexible scheduling options where available to support your well-being.
Family Support: Paid Maternity & Paternity Leave.
Wellness Perks: Gym, Education, and Health Reimbursements.
Rewarding Culture: An inclusive environment that celebrates innovation, teamwork, and diversity.
Company
Atlas Copco
Atlas Copco manufactures industrial tools and equipment.
10001+ employees
H1B Sponsorship
Atlas Copco has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2023 (1)
2022 (1)
Funding
Current Stage
Late StageLeadership Team
E
Eduard Franckel
Founder
Recent News
GlobeNewswire
2026-01-22
MarketScreener
2026-01-07
Company data provided by crunchbase