Software Support Engineer

As part of strengthening the team to support strong growth, we are opening a position for

SOFTWARE SUPPORT ENGINEER for the range of electrical and software products of the Desoutter and CP brand, within the CPS global operations team

As a member of our remote support team (TechCare) and as part of the Remote Care software support offer, you will handle technical assistance for client sites that have questions related to the use of our Desoutter and CP brands products on our support platform (https://support.desouttertools.com/). Thus, you will provide online help to our clients on the following topics: software and database installation, network configuration, tool adjustment and usage, software troubleshooting, implement workaround versus identified bugs, etc.

You will also be required to support field technicians and engineers who are the first line of support.

In this role, you will become a point of connection between clients, customer centers, and the software R&D departments of PC Nantes (both CP and Desoutter). You contribute to customer satisfaction by helping them make the best use of their Desoutter and CP products, while also helping to improve the skills of field technicians and engineers. You also participate in product improvement by providing technical information to the R&D developers.

The position is to be filled in CSW - Poland facility.

Main Missions :

• Respond to client tickets regarding a question or technical issue with a Desoutter or CP software product.
• Investigate, track, and resolve issues reported by our clients with a valid support contract.
• Deploy software solutions at client sites using our remote control tools.
• Assist remotely in the deployment of new software versions for our clients with a valid support contract.
• Train clients remotely on a product or software feature of a Desoutter or CP product.
• Advise our clients on best practices for using and deploying our software solutions.
• Support field technicians and engineers on Desoutter and CP software products, regardless of the operation site.
• Document all activities in the ticket tracking system.
• Being part of a global team, actively collaborate with your colleagues who work from other group locations.
• Participate in enriching and maintaining the knowledge base on the various products of the Desoutter brand – you will also be the key entry point to start documenting the new CP software solutions.
• Self-train on new software features as well as new deployed technologies to be able to advise and train our clients.
• Create script / limited software to demonstrate features or expand on the ranges of our Pivotware solutions – Note that this task would take a maximum of 10% of your time.
• Communicate with other Desoutter and CP departments to improve our products and our offer.

Competencies

• You have a background in software or industrial computing, with competency in at least one programming language (Python – C#...).
• You have a basic understanding of programming, No Code/Low Code, or have already worked with keyword-based languages.
• You have skills with iOS and Androïd applications.
• You can sustain technical and non-technical discussions in English – your written English lets you provide detailed answers to our customers.
• You are capable of understanding and breaking down complex systems (software/industrial...).
• You show competency in system troubleshooting using your analytical skills.
• You demonstrate autonomy and perseverance in the tasks assigned to you.
• You have good interpersonal skills that allow you to handle and diffuse tense situations.

Start a journey towards something greater
At Atlas Copco we believe in challenging the status quo, always looking for a better way.  Our caring culture and leading-edge technology enable us to innovate for a sustainable future. With us you become part of a global community of passionate people making a tangible impact on people’s lives.
We offer  a wide range of interesting job roles and many opportunities to grow. This is where it begins –  Join us at the Home of Industrial Ideas.