Software Support Specialist

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!

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.