Job Description
Job DescriptionOverview
Recognized by Clarivate, Forbes, the Human Rights Campaign, and Military Friendly® for innovation, workplace excellence, inclusion, and veteran support.
A global building automation and industrial technology company with 100+ years of history, 25,000+ patents, and 7,000+ engineers, operating across 70+ countries and 4 major business areas. Its technologies support industries including buildings, manufacturing, healthcare, data centers, and utilities worldwide.
Benefits
- 401(k) match: Employer matches 87.5% of the first 8% of eligible pay, up to 7% of base salary; generally fully vested after 3 years.
- Education support: Up to $5,250/year for eligible undergraduate programs and $7,500/year for graduate programs.
- Paid parental leave: 8 weeks (40 business days) for birth, adoption, or foster-care placement.
- Paid time off: 56 hours of paid sick time annually, plus vacation and 12 paid holidays.
- Health coverage: Medical, dental, and vision plans, including an HSA-eligible medical option and 100% in-network preventive care.
- HSA & FSA: Tax-advantaged accounts for eligible healthcare, dental, vision, and dependent-care expenses.
- Disability coverage: Short-Term Disability provides 100% of base pay for up to 8 weeks, then 70% through week 26; Long-Term Disability provides 60% of base pay after Short-Term Disability.
- Employee support: Company-paid with 8 sessions per issue per year, plus health and wellness resources.
- Employee support: Company-paid Employee Assistance Program with 8 sessions per issue per year, plus health and wellness resources.
- Insurance & discounts: Company-paid basic life insurance of 1× annual base pay, Accidental Death & Dismemberment coverage, Business Travel Accident Insurance, and employee discounts.
Benefits may vary by location, position, employee classification, and eligibility.
Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- At least 6 years of proven experience in technical support or a similar customer-facing technical role.
- Intermediate or stronger knowledge of enterprise applications, relational databases, Microsoft SQL Server, and technical support tools.
- Strong analytical and problem-solving skills, including the ability to independently assess issue severity, business impact, and priority.
- Demonstrated ability to manage multiple cases, projects, and customer situations while maintaining accuracy and timely communication.
Responsibilities
- Respond to customer telephone calls and email requests for technical application support; provide clear status updates through resolution.
- Analyze and resolve complex incidents with emphasis on root cause, prevention, accurate documentation, and knowledge transfer.
- Review application functions and user needs, then guide customers in effective use of software, manuals, and supporting documentation.
- Design and create SQL scripts and utilities, and use knowledge-based tools to investigate and solve complex technical issues.
- Manage escalated customer situations by coordinating internal and external resources, summarizing case history, organizing conference calls, and following through on commitments.