Software Support Engineer

KNAPP North America

. Provide customer-facing software support for KNAPP customers experiencing software issues, operational disruptions, questions, or service requests .

Posted 9/24/2026full-timeKennesaw • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer-facing software support, incident management, and troubleshooting within logistics and warehouse software environments. Proficient in technical analysis, documentation, and collaboration with cross-functional teams to resolve software issues effectively.

Highest-signal resume keywords

Bachelor's Degree In Computer Science2nd Level Support ExperienceITIL-Based Support ProcessesAdvanced Technical Knowledge In LinuxJava And/or C++ Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident AnalysisTroubleshootingRoot-Cause AnalysisSQL/Query AnalysisTrace And Log AnalysisSoftware Support ToolsDatabase ManagementSystem ArchitectureLogistics ProcessesChange Management

Soft Skills

Strong Analytical SkillsEffective CommunicationDocumentation SkillsCustomer-Facing SkillsAbility To Work Independently

Industry Keywords

Warehouse SoftwareIncident ManagementProblem ManagementKnowledge DocumentationOperational Disruptions

Tech Stack

Tools & technologies

JavaLinuxSQLC++

About the role

Key responsibilities & impact

Provide customer-facing software support for KNAPP customers experiencing software issues, operational disruptions, questions, or service requests
Work on incidents with Service Desk, Logistics Operations Engineers, software development, project teams, Service Delivery, and other internal departments
Follow KNAPP’s Incident Management process, including incident analysis, prioritization support, escalation coordination, customer communication, and closure activities
Analyze software behavior, logs, interfaces, database information, system processes, and operational symptoms to identify possible causes and next steps
Support troubleshooting, technical clarification, request handling, workaround identification, and resolution coordination
Trigger and support Problem Management for recurring incidents, known errors, systemic issues, or root-cause topics
Maintain documentation including incident notes, troubleshooting steps, technical findings, known errors, change information, test results, and knowledge articles
Share best practices, lessons learned, and technical guidance with Service Desk, Logistics Operations Engineers, and other internal teams
Travel and provide occasional after-hours support based on business needs

Requirements

What you’ll need

Bachelor’s degree in Computer Science, Software Engineering, Information Systems, Computer Engineering, or a related field; equivalent relevant education or experience will also be considered
2+ years of industry related experience
Technical understanding of warehouse software, system architecture, interfaces, databases, and logistics processes
Experience in 2nd Level Support, incident analysis, troubleshooting, escalation handling, and root-cause analysis
Understanding of ITIL-based support processes, including Incident Management, Problem Management, Change Management, and knowledge documentation
Advanced technical knowledge in Linux, databases, SQL/query analysis, trace and log analysis, and software support tools
Experience with Java and/or C++ is preferred based on system scope
Strong analytical, communication, documentation, and customer-facing skills
Ability to work independently in a non-shift-based support role while coordinating effectively with shift-based operational teams when needed
Authorization to work in the U.S.
Passport or ability to obtain passport
Professional office etiquette is required at all times
Willingness to travel up to 20%
Ability to provide occasional overtime or after-hours support
Ability to meet physical requirements including sitting, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length, and lifting up to 30 pounds
Compliance with KNAPP’s drug-free workplace policy and required drug screening

Benefits

Comp & perks

2 remote days per week when in office
Half day Fridays when in office
Industry competitive compensation
Health, dental, vision, and life insurance
Flexible Spending Accounts
Short & Long Term Disability
401k with a very generous employer match and no vesting
Paid Vacation & Holidays
Profit Sharing
Paid Parental Leave
Subsidized Daycare
Tuition Reimbursement
Pet Insurance
Subsidized food delivery
Monthly celebrations
Quarterly employee events
Corporate Social Responsibility including recycling, sustainability and volunteering