Technical Support Engineer III - West Coast

Who are we?
Eyelit Technologies provides a suite of manufacturing management software products including Manufacturing Execution Systems (MES), Manufacturing Operations Management (MOM) and Advanced Planning and Scheduling (APS) through our MES-E, MES-M and APS-O product portfolios. We deliver rapid, tangible improvements to manufacturing KPIs such as asset utilization, production efficiency, labor productivity, product quality, and on-time, in-full delivery. 

MES-M provides a suite of manufacturing management tools including Manufacturing Execution Systems (MES), Manufacturing Operations Management (MOM). These tools are delivered as Software-as-a-Service (SaaS) and deliver rapid improvements to manufacturing KPIs such as labor productivity, product quality, production costs and delivery lead-times.

What are we looking for?
Due to expansion and growth, we are seeking a Technical Support Engineer (TSE) to support our MES-M product line. As part of our Professional Services Team, the TSE will play a crucial role in delivering key performance metrics for the Professional Services Team. 

The Technical Support Engineer will be the face of business for all customers implementing MES-M software. You will have direct impact on customer satisfaction (measured by CSAT and quarterly business reviews), value realization, and contract renewals.  

What will you be doing?

• Support and maintain existing software and customer solutions – working to maintain target ticket backlog, issue response and resolution and ultimately customer satisfaction 
• Specifying, developing, and testing interfaces to third party systems – enabling efficient and effective on boarding of new customers 
• Providing first and second line support to customers 
• Interpret and analyze user requirements 
• Write innovative, scalable, robust software solutions for our clients 
• Work closely with project managers, other implementation consultants, and sales and marketing professionals to seek out and identify opportunities for future expansion 
• Designing, implementing, and debugging database queries to solve real-world problems 
• Supporting project implementations from initial customer training through to post implementation support phase 
• Help drive improvements on the department’s Measurable Objectives 
• Mentor Level 1 and Level 2 Support Team members
• Coordinate with Development and QA teams on requests and changes
• Ability to work and learn independently
• Conduct Status meetings with Customers on tickets
• Ability to understand design versus feature requests
• Ensure adherence to established processes and procedures.
• Efficiently triage and convey requirements to the services team, facilitating further scoping of work with the customer

What you bring?

• Basic understanding of fundamental programming concepts 
• Knowledge or relevant experience with an Object-Oriented Programming language such as C# (preferred), Java, Python, Angular etc. 
• Some understand of back-end/full stack development
• Knowledge of SQL or Oracle databases and query building including nesting queries
• Coordinate with Development and QA teams on requests and changes
• Ability to work and learn independently
• The ability to assess and prioritize tasks effectively
• Customer facing experience or Stakeholder Management Experience

• Bachelor’s or Advanced Degree in a relevant field (Computer Science, Information Technology) 

• 4-6 years of experience in technical software support or a related field with extensive experience in escalations and collaboration with development engineers. 

Nice-to-have:

• Experience in a manufacturing environment  
• Experience in change control procedures 
• Prior application support experience
• Experience with CRM systems and processes
• Exposure to Power BI
• Exposure to cloud platforms such as AWS or Azure

What we value:

• Proactive, can operate autonomously, and thrive in ambiguity 
• Excellent interpersonal and communication skills, and a high level of emotional intelligence 
• Excels at working on open-ended problems and executing them to completion 
• Data-driven and detail oriented 

What We Offer

• Competitive compensation 
• Learning and Development opportunities 
• Dynamic company culture 
• Supportive time away from work practices 
• Robust health insurance plan offerings 

If you require any accommodations, please email [email protected]. 

More about us: 
Eyelit Technologies provides a suite of manufacturing management software products including Manufacturing Execution Systems (MES), Manufacturing Operations Management (MOM) and Advanced Planning and Scheduling (APS) through our MES-M, MES-M and APS-O product portfolios. We deliver rapid, tangible improvements to manufacturing KPIs such as asset utilization, production efficiency, labor productivity, product quality, and on-time, in-full delivery.  

Join us in our mission - to deliver and support with world-class customer service, easy-to-use, high-quality manufacturing management solutions that increase productivity and worker performance, and the bottom line for our customers. Please visit us at www.eyelit.com for additional information.   

Eyelit Technologies is committed to promoting a culture of diversity, equity, and inclusion. We believe all employees share the responsibility of upholding our commitment to our values and encourage candidates from a wide range of backgrounds, perspectives, and lived experiences to join us in solving the world’s hardest problems.   

Eyelit Technologies is committed to making the job application process accessible to everyone. If you are living with a disability (visible or not visible) and need to request reasonable accommodation for any part of the application or hiring process, please let us know how we can help by reaching out to [email protected].