The Global Leader in Procedure Management Solutions

Software Support Engineer

About this position

The Software Support Engineer’s mission is to work directly with ATR’s customers to resolve product-specific technical issues. This highly analytical individual will provide customer support, training, requirement gathering, and cross functional communication in the support of the customer’s technology adoption.

Reports To: Customer Support Manager

Location: Houston, Texas



  1. Customer Support: Support customers with installations, upgrades, and use and error resolutions by following established support processes and metric guidelines. Accurately document all customer issues, resolution steps, and feedback. Escalate customer problems via existing tools, as necessary. Develop user stories and requirements specifications for future product development.
  2. Customer Training: Ensure users are maximizing their system’s potential by training them on new and existing product features and functionality. Develop technical training solutions to aid customers in resolving issues on their own. Create content and curate existing support knowledgebase articles for use in troubleshooting, training, and other areas as defined.
  3. Information Gathering: Track and analyze incoming software issues to determine root causes. Utilize software support tracking systems to identify trends leading to recurring technical problems. Stay educated on new product, feature, and functionality releases.
  4. Communication: Clearly articulate complex technical solutions in an understandable way to clients in the industrial/high-risk space. Act as customer service liaison with development team on escalations and follow through with customers on resolutions. Work with development team to efficiently resolve all problems.

Key Competencies

  • Ability to identify problems and provide solutions. Possess analysis and testing skills.
  • Quick learner, eager to leverage new technologies in a dynamic team environment.
  • Able to keep up to date with the latest developments in the field of computer technology.
  • Familiarity with different operating systems and platforms.
  • Excellent verbal and written communication, organization, and interpersonal skills.


  • Bachelor’s degree in Computer Science/related field or 5 years industry related experience.
  • Programming language fluency - C#, .NET / Java / Javascript.
  • Working knowledge of IIS, NodeJS, Windows Server Administration, SQL, and other database/networking infrastructure.
  • Prior experience in software customer service/support role preferred.
  • Ability to travel and work extended/flexible hours

ATR guarantees equal employment opportunity to all qualified applicants. All qualified applicants will receive consideration for employment, without regard to sex, age, race, color, national origin, religion or disability.

ATR offers competitive compensation packages, scaled to the experience level of the candidate, which will include variable sales compensation. Employee benefits include medical, dental and retirement programs.


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