Technical Support Engineer

at  The Numina Group

Numina Group is a fast-growing company located in Woodridge, IL, that specializes in designing and implementing warehouse automation systems. We are currently seeking a full-time Technical Support Engineer to join our team.
E-commerce and the automated distribution centers that make it possible are key components of the modern economy, and Numina Group is a respected provider of the technology that powers the distribution industry. We are an established, growing technology company and as a member of our development team, you will join us in designing and creating not just software that drives automation you can see and touch, but software that makes a difference.
We are seeking a Technical Support Engineer to provide technical support to clients remotely. Giving such assistance means that it’s all about solving problems from the moment we engage with the client until the customer’s issue is resolved.
The ideal candidate is knowledgeable in material handling automation to aid in diagnosing and resolving software system issues. The candidate will be expected to be self-motivated and work as part of a team to resolve customer issues and determine root cause of given issues.

REQUIREMENTS

• BS or MS in computer science
• Experience in warehouse/distribution center automation and operations a plus
• Strong written and verbal communication skills
• Outlook, Zoom, Teams
• MS Office – Word, Excel, PowerPoint proficiency
• Strong customer service focused culture required
• Proficiency in various software languages such as C, C++, Go, Perl, Java, Java Script, HTML
• Working knowledge of Linux OS
• Awareness of Android OS a plus
• Familiarity with general networking, proficiency a plus
• DataBase – SQL, Maria DB proficiency required
• Ability to read and interpret technical layouts, schematics, documentation and diagrams.
• Strong analytical skills
• Strong communication & customer service skills
  To apply, please send a resume and cover letter to
  Tom Baggio tbaggio@numinagroup.com

• Ownership: Taking ownership of customer issues reported and seeing problems through to resolution.
• Response: Intaking the customer challenge, refining and defining the problem definition that the Customer is experiencing.
• Resolution: utilize various software diagnostic tools to quickly research, diagnose, troubleshoot and identifying solutions to resolve the system issue.
• Root Cause: determine the root cause of the issue to permanently resolve.
• Procedures: Following standard operating procedures for proper escalation and communication with the stakeholders (internal and client).
• Communication: provide timely and frequent communication to the client on the status of the issue, utilizing email, phone, chat and Zoom as well as Teams technology.
• Documentation: maintain the support case notes in Numina’s CRM with timely, accurate and useful/relevant information. Utilize the revision control system to document any patches/updates used to resolve the case.
• Work hours and location: will be one of the following available shifts
• 7 – 3:30 CT
• 8 – 4:30 CT (can be a flexible start time between 8 to 9 AM with corresponding shift end)
• 12 (noon) to 8 pm CT
• Based in Numina’s Woodridge, IL location w/ hybrid 2 days/week work remotely and 3 days in office. During training – initial 6 months to be 100% in office
• Travel Requirements: No regular travel is required for this position