Software Support Engineer

WHO WE ARE KNAPP brings new technology to warehouse automation. The KNAPP Group is a global provider of intelligent automation solutions for intralogistics and manufacturing, specializing in the sectors healthcare, fashion/apparel, general retail, food retail, industry and service. We live and breathe automation. We, more than 8,000 employees of the KNAPP Group across over 60 locations worldwide, shaping the future-oriented intralogistics industry, are dedicated to making complexity simple. One of KNAPP’s primary goals is to use continuous innovation to drive warehouse automation forward, always with the specific needs of the customers in mind. KNAPP Group’s unrelenting development activity is evident in everything from automated order picking systems and continuing refinement of container handling technology to its state-of-the-art, industry leading software solutions. WHAT YOU GET TO DO The Software Support Engineer provides customer-facing software support for KNAPP customers when they experience software issues, operational disruptions, questions, or service requests related to KNAPP software solutions. The role functions as a software-focused Service Desk Engineer, supporting incidents in collaboration with other internal departments. The Engineer follows KNAPP’s Incident Management process, ensures clear communication and documentation throughout the incident lifecycle, and triggers the Problem Management process when recurring issues, known errors, or root-cause topics are identified. Essential Functions and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Provide support to KNAPP customers experiencing software issues, operational disruptions, or service requests related to KNAPP software solutions. Work on incidents together with Service Desk, Logistics Operations Engineer`s, software development, project teams, Service Delivery, and other internal departments to support timely and structured resolution. Follow KNAPP’s Incident Management process, including incident analysis, prioritization support, escalation coordination, customer communication and closure activities. Analyze software behavior, logs, interfaces, database information, system processes, and operational symptoms to identify possible causes and required next steps. Support customers and internal teams with troubleshooting, technical clarification, request handling, workaround identification, and resolution coordination. Trigger and support the Problem Management process when recurring incidents, known errors, systemic issues, or root-cause topics are identified. Maintain accurate documentation, including incident notes, troubleshooting steps, technical findings, known errors, change information, test results, and knowledge articles. Support knowledge transfer by sharing best practices, lessons learned, and technical guidance with Service Desk, Logistics Operations Engineer`s, and other internal KNAPP teams. WHAT YOU HAVE Bachelor’s degree in Computer Science, Software Engineering, Information Systems, Computer Engineering, or a related field; equivalent relevant education or experience will also be considered. 2+ years of industry related experience. Technical understanding of warehouse software, system architecture, interfaces, databases, and logistics processes. Experience in 2nd Level Support, incident analysis, troubleshooting, escalation handling, and root-cause analysis. Understanding of ITIL-based support processes, including Incident Management, Problem Management, Change Management, and knowledge documentation. Advanced technical knowledge in Linux, databases, SQL/query analysis, trace and log analysis, and software support tools; experience with Java and/or C++ is preferred based on system scope. Strong analytical, communication, documentation, and customer-facing skills. Ability to work independently in a non-shift-based support role while coordinating effectively with shift-based operational teams when needed. Working Conditions and Environment: Authorization to work in the U.S. Passport or ability to obtain passport Professional office etiquette is required at all times Travel required up to 20%, based on business need Occasional overtime or after-hours support may be required based on business-critical incidents, customer needs, or project requirements. Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length, and lifting up to 30 pounds. WHAT YOU WILL GET 2 remote days per week when in office Half day Fridays when in office A beautiful new, state-of-the-art, office complex in Kennesaw, GA Industry competitive compensation Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more! 401k with a very generous employer match and no vesting! Paid Vacation & Holidays Profit Sharing Paid Parental Leave Subsidized Daycare Tuition Reimbursement Pet Insurance Subsidized food delivery Monthly celebrations Quarterly employee events Corporate Social Responsibility including recycling, sustainability and volunteering KNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law. Due to the safety-sensitive nature of this position, strict adherence to KNAPP’s drug-free workplace policy is required. All candidates will be subject to drug-screening in accordance with the policy and will be expected to remain drug-free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during “off-hours.”