dataPARC · 2 days ago
Software Support Specialist
United States
Full-time
Remote
Senior Level
$62K/yr - $85K/yr
5+ years expdataPARC is a forward-thinking company that specializes in improving industrial operations through intuitive software solutions. They are seeking a Software Support Specialist to manage technical support cases, troubleshoot issues, and lead technical projects while collaborating with cross-functional teams to ensure customer satisfaction.
Information Technology & Services
Hiring Manager
Lindsay Wolf
Responsibilities
Serve as the main contact for technical support cases, engaging directly with customers, vendors, and resellers via phone and email, providing prompt and professional service
Take full ownership of assigned cases, managing all troubleshooting activities and guiding customers in gathering necessary information for resolution
Resolve advanced technical issues in dataPARC software, primarily on Microsoft OS platforms
Coordinate effectively across teams to address and resolve complex cases while maintaining high service standards
Lead technical projects (e.g., server migrations and version rollouts) by identifying infrastructure requirements, coordinating with customer teams, and independently performing application-side tasks from initiation to completion
Develop proficiency in SQL Server Administration, T-SQL scripting, and VBA scripting as needed
Create and document detailed solutions for technical issues, ensuring clear communication of technical solutions
Contribute to product testing and improvement by simulating customer environments, reporting bugs, and assisting with updates
Provide training to customers on product functionality and customization to empower effective product use
Maintain accurate time tracking for project management and billing purposes
Mentor junior team members, setting a strong example of technical expertise and customer service
Handle escalations, provide critical support for high-impact issues
Meet or exceed performance metrics related to case resolution and customer satisfaction
Maintain clear, detailed documentation for all case notes, solutions, and customer interactions to support knowledge sharing and consistency
Foster a positive, collaborative team culture and participate in an on-call rotation for after-hours support as needed
Participate in an on-call rotation for after-hours support as required, ensuring availability during assigned periods
Responsible for own personal safety, the safety of the team and those around you
Work in accordance with and enforce compliance with all Voith, BTG, dataPARC policies (Safety, Code of Conduct, Commerical Policy, Security Policy, and Export Compliance)
Qualification
Required
Minimum of 5 years of experience in a technical support role, with a proven track record of independently resolving complex cases
Expertise in taking full case ownership, with hands-on troubleshooting skills and the ability to guide customers effectively
Advanced proficiency in performance, network, and software troubleshooting on Windows Client and Microsoft Server OS environments
Familiarity with Active Directory, Group Policy, and TCP/IP networking
Exemplify patience, empathy, and clear communication, particularly in high-stress or high-priority situations
Strong communication, documentation, and organizational skills, with an emphasis on detail-oriented case follow-through
Excellent customer service approach, balancing technical expertise with a collaborative attitude
Highly self-motivated and directed
Bachelor's Degree (preferred: Computer Science)
Required: English – Fluent
Preferred
SQL Server Administration, T-SQL, VBA scripting
Experience working with Time Series Historians (e.g., dataPARC, AVEVA PI, Aspen IP.21, Honeywell)
Benefits
Full benefit package including medical, dental, vision, 401k, tuition assistance, paid maternity leave and more.
Generous vacation policy.
Company
dataPARC
Get accurate visual representations of current operating conditions from data across your entire plant.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase