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Ironsides Technology is a fast-growing software company, looking for a Technical Support Engineer to fill a new position. This is a position with a lot of visibility and opportunity for growth. The candidate will be responsible for installation and support of the Nor’Star Software Suite in a production Print, Mail, Finishing, and Packaging environments. Ironsides Technology has a strong focus on customer care, and as such this role features prominently in the customer relationship cycle. Candidates will be involved in the life cycle of the solution from initial scoping to post -nstallation support providing a consolidated experience for the internal team and the customers as well.
•Assist with customer scoping providing technical awareness to the process
•Probable travel to customer locations for installations of the Ironsides Nor’Star Solution; installations can be a mix of Remote and On-Site activities
•Document installation activities and provide daily reports to internal and external stakeholders
•Coordinate and organize installation and training agendas and schedule
•Provide on-site and remote training of the Ironsides Nor’Star Solution to customer teams during initial installation and as refresher activities
•Triage and diagnose support requests, then handle lower-level problems or document situation for escalation as needed
•Provide ongoing technical support to Ironsides customers post installation and participate in regular cadence meetings to ensure customer satisfaction
•Become the Client champion and advocate within the Ironsides team
•Ensure documentation is updated for internal and external activities and procedures
•As needed after your Ironsides training, provide support of camera (barcode reader), sensor, hand- scanner hardware for customers who required direct hardware for data capture
•Proactively participate in customer outreach to ensure technical resources are comfortable with the system
•Assist in QA testing of the product to ensure regular releases are flawless.
Required Qualifications:
•This position allows for remote location provided all duties are carried out as expected
•Associate or College degree in Computer Science/Information Technology or equivalent experience
•Excellent oral and written communications are a must
•Excellent problem-solving skills
•Experience in a Service role preferred
•Willingness and flexibility to travel
•Solid understanding and experience with Windows Operating Systems
•Knowledge of MSSQL databases and queries
•Basic knowledge of networking technology
•Ability to work independently and within a team
•Basic knowledge of electronic/circuit logic a plus
Experience in printing industry a plus
Seniority level
* Seniority level
Entry level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
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