Support Engineer

Job Description

Job Description

Immediate Job Opportunity – Support Engineer

PAY TRANSPARENCY : USD Starting Base Range $55000 - $75000 / year . Pay is commensurate with experience.

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If you’re looking for a welcoming, upbeat company that supports your professional growth and puts you on the cutting edge of the high-tech industry, you should join us! We’re a dynamic, innovative team with a strong track record of providing our clients with advanced AI-based solutions.

Using our proprietary software, manufacturing companies around the globe can acquire the capabilities to better understand, better control, and improve their core production processes. This gives our clients a sharp, competitive advantage because they can make better, data-based decisions faster which drives higher productivity; this also results in higher quality of products.

About us :

Founded in 2017 and headquartered in Harrisburg, PA, CPNET is a constantly evolving, rising startup. Our goal is to hire talented and enthusiastic people with a broad set of technical and critical thinking skills who are ready to take technology to the next level; then we continue to offer our team unparalleled opportunities to perform their best work.

We value hard work, integrity, and commitment to make things better.

The people we hire now will be instrumental in shaping the company’s future. You could be one of the select few who will have the unique opportunity of growing your career inside CPNET and assuming a leadership role within the company.

CPNET is proud to be an equal opportunity employer. Employment with our company is based solely on a person's merit and qualifications directly related to professional competence. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, pregnancy, or related condition (including breastfeeding), sexual orientation, national origin, genetics, disability, age, or veteran status, or any other or any other basis protected by law.

CPNET is also committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process. CPNET will also consider reasonable accommodations to enable qualified individuals with disabilities to perform essential job functions. To request an accommodation, please contact bicheng@cpnet.io; provide your contact information and let us know the nature of your request.

About the role :

As a Software Engineer, you will assist the Implementation Engineer with remote setup during the new client / asset onboarding process; you will also be responsible for research, diagnosis, troubleshooting, and the accurate and timely resolution of customer issues post-implementation. More specifically, you will :

• Diagnose and troubleshoot technical issues during installation, including account setup, network configuration, etc.
• Resolve Tier 1 and Tier 2 issues while escalating unresolved issues to the appropriate internal teams, following standard procedures
• Ensure proper recording and closure of all issues in JIRA
• Work with CPNET data engineering to report and support troubleshooting customer data source issues, as well as communicating bugs and / or technology enhancement requests to the data engineering team
• May assist in authoring and executing test scenarios and properly documenting results
• Provide support in answering UI / UX related questions and resolving simple administrative and billing issues
• Create and maintain a knowledge base, combining internal best practices and external references, to provide efficient and effective solutions to common questions and issues
• Assist in preparing training materials and best practices; lead on-site / remote training sessions for the end-users
• Monitor the usage and effectiveness of the implemented solutions, preparing periodic reports for the leadership team

When We Look at Inviting Someone New to Join Our Team These are a Few Things that Matter to Us :

Other Requirements :

The job is primarily performed indoors in a traditional office setting; The individual is constantly required to talk, hear, stand, or sit for extended periods of time while using a computer, telephone, or other productivity devices to communicate with other personnel and conduct business. While performing the duties of this job, the individual is occasionally required to reach with hands and arms. The employee frequently uses hands to finger, handle, feel or operate objects and computer keyboards. The employee is occasionally required to climb, balance, stoop, bend, kneel, crouch or crawl, squat, turn / twist, and smell. The employee must frequently lift, carry, push, or pull up to 5 pounds and / or occasionally lift, carry, push, or pull up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

On a frequent and routine basis this job also requires the individual to be physically present in a manufacturing area to communicate with other individuals and conduct business; this could range from being in a heavy manufacturing environment to a light industrial work environment, based on the company’s client. Hot / cold temperature and noise levels in each area can also vary widely in different client environments and specific workspace restrictions are also possible. Frequent sitting, standing, moving forward / back / side-to-side, and working around machinery and moving parts is required; exposure to electrical currents, vibrations, fumes, odors, dusts, gases, chemicals, oils, sealants, solvents, and other compounds is possible.

Site conditions will dictate the use of proper Personal Protective Equipment (PPE) which may include eye, hearing and respiratory protection, protective smock, steel toe shoes, gloves, hard hats, or face shields. Contact lenses may not be allowed in some areas.

APPLY TODAY…because we’re looking forward to learning about you!

Check us out at www.cpnet.io . If you are intrigued by what you learn about our company, our people, and our products, then we are looking forward to receiving your application. And … thank you for taking the time to explore career opportunities with CPNET.

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