Supervisor Engineer, Software Support
ASM, US > Arizona > Phoenix +1
The role
As a Supervisor Engineer, Software Support, you will make an impact by investigating, recreating, and troubleshooting software issues to resolution as reported by our customers.
What you will do
- Oversee the day-to-day operations of the support team, including task assignment, workload distribution, and monitoring punctuality and backlog management.
- Act as the final point of contact for complex or high-priority customer escalations, ensuring timely and effective resolution.
- Provide coaching and professional development for staff, identifying training needs and creating individualized development plans.
- Gather information to investigate the issue, reproduce it, determine the root cause, and recommend corrective actions.
- Guide your team members to create bug reports for the developer to use when fixing the bug.
- Travel to customer sites to support installations, training, and troubleshooting of ASM products.
- Talking to the account team and GPS group (not directly with the customer) when investigating reported issues.