TAC Support II – Software & Systems Support
As part of the TAC (Technical Assistance Center) team, the TAC Support II will be responsible for managing open issues related to a leading manufacturing execution software suite and its associated peripheral modules. This role serves as the primary liaison for Technical Account Managers (TAMs), ensuring that customer issues are followed up and resolved effectively. In addition, this position provides guidance to junior team members, supports escalations to the development teams when necessary, and delivers technical assistance to both internal and external stakeholders.
The organization is a global leader in connected technology solutions, with a strong focus on digital transformation in industrial and manufacturing environments. The company values empathy, results, relentlessness, and teamwork—fostering a culture that encourages individuals to use their voices, take initiative, and collaborate with customers to solve complex challenges.
Responsibilities
Technical Support for Software and Peripherals:
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Resolve customer issues through hotline, chat, email, and other communication channels while ensuring service level agreements are met.
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Own issues from receipt to closure, including follow-up on due dates and timely communication with TAMs.
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Ensure all incoming issues are documented, tracked in the system, and assigned with clear follow-up actions.
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Provide mentorship and support to junior support team members.
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Utilize remote support tools (e.g., Webex, TeamViewer, Microsoft Teams) to troubleshoot customer environments.
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Keep TAMs updated on the status of their customer’s open tickets and push for timely resolution with development and PIT teams.
Investigation and Escalation:
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Escalate unresolved customer problems to the development team with proper documentation, logs, and issue summaries.
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Provide updates to customers regarding bug fixes and enhancement progress while maintaining detailed records of all escalations.
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Communicate solution availability to stakeholders including Field Service, Project Management, and Sales teams.
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Share technical findings and new troubleshooting methods with peers and cross-functional teams.
Technical Resource – Internal and External:
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Offer timely and accurate technical guidance to customers in a clear, supportive manner.
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Assist customers in preparing their environments for software deployments.
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Troubleshoot complex networking and software issues across server and client systems to identify root causes and document technical findings.
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Possess working knowledge of ESXi environments, Linux distributions (RedHat, CentOS, Ubuntu), Windows Server, SQL Server (2008–2022), and Docker.
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Understand networking hardware configurations including switches, routers, and scanners.
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Analyze and interpret debug logs for diagnostics and resolution.
Training and Product Specialization:
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Assist in onboarding and training of new technical support team members.
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Maintain current knowledge of software features and updates to become a subject matter expert.
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Participate in ongoing training and development opportunities to stay current with evolving technologies and industry best practices.
Compliance with TAC Procedures:
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Consistently document all support activities in the CRM system in accordance with standard procedures.
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Provide feedback and guidance to team members not following established support processes.
