Software Solutions Engineer at Eaton USA

Raleigh, North Carolina, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Apr, 26

Salary

0.0

Posted On

09 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Linux OS Administration, Troubleshooting, Browser Troubleshooting, Log Analysis, Network Troubleshooting, Customer-Centric Mindset, Relational Databases, Python Scripting, Shell Scripting, Virtualization, Hypervisors, Technical Support, Mentoring, Knowledge Sharing, Application Upgrades, Interactive Troubleshooting

Industry

electrical;Appliances;and Electronics Manufacturing

Description

Collaborate closely with internal teams to maintain a feedback loop that continuously improves support quality and escalates critical issues efficiently. 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. -Bachelor's degree from an accredited institution -Minimum 3 years of software or technical support experience -Intermediate to advanced Linux OS administration and troubleshooting. -Proficient in browser troubleshooting using development tools. -Advanced log analysis (OS and application). -Network and hardware connectivity troubleshooting. -Ability to manage escalations and urgent issues calmly and effectively. -Strong prioritization and multitasking abilities. -Proven track record of having a customer-centric mindset with a focus on satisfaction and results. Advanced troubleshooting of relational databases (PostgreSQL, MySQL, Oracle, SQL Server) via command line. Python and/or Shell scripting. Virtualization and experience with Hypervisors such as HyperV, ProxMox and vCenter The application window for this position is anticipated to close on January 30, 2026. We are committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant's race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history, consistent with the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act and other local laws. You do not need to disclose your conviction history or participate in a background check until a conditional job offer is made to you. To request a disability-related reasonable accommodation to assist you in your job search, application, or interview process, please call us at 1-800-836-6345 to discuss your specific need. Only accommodation requests will be accepted by this phone number. We know that good benefit programs are important to employees and their families. Please note that specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.

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Responsibilities

The Software Solutions Engineer will collaborate with internal teams to improve support quality and manage customer interactions within the support portal. They will also engage with customers to resolve issues, conduct troubleshooting sessions, and document processes for the technical support team.