A leading global technology provider is seeking a remote Software Support Specialist. This role offers full training on industry-leading dataPARC software, enabling you to provide technical support, lead projects, and deliver exceptional customer service. You'll work in a collaborative, flexible environment with opportunities to build deep technical expertise while supporting clients worldwide. Join a company that values innovation, reliability, fairness, and sustainability.
What you'll do:
- Serve as the primary contact for technical support cases, engaging directly with customers, vendors, and resellers via phone and email to deliver prompt and professional service.
- Take complete ownership of assigned cases by managing all troubleshooting activities and guiding customers through information gathering for effective resolution.
- Resolve advanced technical issues related to dataPARC software primarily on Microsoft operating system platforms, ensuring high standards of service.
- Coordinate efficiently across internal teams to address complex cases while maintaining excellent communication and documentation throughout the process.
- Lead technical projects such as 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 to support ongoing case management and project delivery.
- Create detailed documentation for solutions to technical issues, ensuring clear communication of resolutions for both customers and internal stakeholders.
- Contribute actively to product testing and improvement by simulating customer environments, reporting bugs, assisting with updates, and providing feedback for continuous enhancement.
- Provide training sessions to customers on product functionality and customisation so they can maximise their use of the software.
- Maintain accurate time tracking for project management and billing purposes while mentoring junior team members through example-setting in technical expertise and customer service.
What you bring:
- Minimum of 5 years experience in a technical support role with proven ability to independently resolve complex cases through hands-on troubleshooting skills.
- Advanced proficiency in performance analysis, network diagnostics, and software troubleshooting specifically within Windows Client and Microsoft Server OS environments.
- Familiarity with Active Directory management, Group Policy configuration, and TCP/IP networking principles essential for supporting enterprise-level clients.
- Exemplary patience, empathy, and clear communication skills especially when dealing with high-stress or high-priority situations involving diverse stakeholders.
- Strong organisational abilities demonstrated through meticulous documentation practices and detail-oriented case follow-through.
- Excellent customer service approach that balances technical expertise with a collaborative attitude towards both internal teams and external clients.
- Proficiency in SQL Server Administration and T-SQL scripting or strong willingness to quickly develop these skills through structured learning opportunities provided by the company.
- Ability to communicate effectively with both technical users (IT professionals or engineers) as well as non-technical users (operators or plant personnel) within industrial settings.
- Bachelor's Degree preferred (ideally Computer Science), though equivalent practical experience is valued equally if accompanied by relevant skills.
- Experience working with Time Series Historians (such as dataPARC, AVEVA PI, Aspen IP.21 or Honeywell) is advantageous but not mandatory; familiarity with industrial or operational technology environments like manufacturing or utilities is also beneficial.
What sets this company apart:
This global technology leader is committed to innovation, reliability, fairness, and sustainability. Offering a fully remote setup, comprehensive training on dataPARC software, and a collaborative, supportive culture, the company provides opportunities to develop technical expertise while working with global teams. Flexible scheduling, transparent performance measures, and a strong focus on employee growth make it an excellent environment for long-term career development.
What's next:
If you're ready to take ownership of challenging cases while growing your technical expertise within a supportive remote team—this is your moment!
