Software Support Engineer

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

This is a full-time, onsite position based at our corporate offices in Starkville, MS, located near Mississippi State University at 1 Research Blvd, Suite 102, Starkville, MS 39759. Please apply only if this location is within a reasonable commuting distance for you.

Storage Commander, part of the Fullsteam organization, provides innovative, cloud-based management solutions for the self-storage industry. Our platform delivers powerful tools for facility operators, including tenant and inventory management, automated billing, CRM, real-time reporting, and integrated access control—all designed to simplify operations and enhance performance.

As a Software Support Engineer at Storage Commander, you will play a crucial role in ensuring the smooth operation of our software products by providing technical assistance and troubleshooting solutions to our clients and end-users. Your expertise will directly contribute to maintaining customer satisfaction and fostering positive relationships with our user base.

Primary Responsibilities:

• Technical Support: Respond to user inquiries, diagnose and resolve software-related issues through various communication channels, including email, phone, and remote support tools.
• Problem Solving: Analyze complex problems, identify root causes, and develop effective solutions in a timely manner. Collaborate with cross-functional teams to escalate issues when necessary and follow through until resolution.
• Customer Communication: Provide clear and concise technical guidance to users with varying levels of technical expertise. Ensure exceptional customer service and establish strong relationships to enhance user satisfaction.
• Documentation: Create and maintain detailed technical documentation, including troubleshooting guides, FAQs, and best practices, to assist users in resolving common issues independently.
• Testing and Bug Reporting: Replicate reported issues in a controlled environment to accurately identify and document software bugs. Collaborate with the development team to prioritize and communicate bug fixes.
• Product Improvement: Contribute valuable user feedback and insights to the product development team for continuous improvement of the software, usability, and user experience.
• Training and Knowledge Sharing: Provide training sessions and workshops for clients and internal teams to ensure they can effectively utilize the software's features and troubleshoot minor issues.
• Monitoring and Alerting: Monitor system health and performance to proactively identify potential issues and implement preventive measures. Utilize monitoring tools to ensure software uptime and stability.
• Remote Assistance: Offer remote desktop support when necessary, guiding users through troubleshooting steps, software installations, and configurations. Duties

Primary Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• Proven experience as a Software Support Engineer or in a similar technical support role.
• Strong problem-solving skills and a logical approach to identifying and resolving technical issues.
• Proficiency in various operating systems (Windows, macOS, Linux) and a deep understanding of software architecture and networking concepts.
• Familiarity with programming languages, debugging tools, and software development lifecycle is a plus.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Customer-centric mindset with a passion for delivering exceptional customer service.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Prior experience with SQL databases.
• Prior experience with support ticketing systems and remote support tools is desirable. 

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.