Would you like to help our customers deal with complex challenges in the world of software? And is the question “Have you tried turning it off and on again?” never a satisfying solution for you? Then you’ll definitely be interested in working as a Software Support Engineer in Customer Service at KNAPP. We’re currently looking to expand our team. Check out the job posting here: Job posting: Application Support Engineer
This blog post will tell you all about what it’s like to work as a Software Support Engineer. We interviewed our colleague Haris Rasljanin for the inside scoop on what he does and why he recommends his job.
Haris Rasljanin, Software Support Engineer, International Customer Service
What are your main responsibilities?
Haris: My main responsibility is analyzing support requests sent in by our international customers in detail and finding solutions for them. Software is my area of expertise.
Handling requests goes like this: If the customer needs our support, they turn to our Communication Center, which is part of our Service Desk. Their first point of contact is our 1st Level Support, where our colleagues decide who the ticket will be sent to. If the request is for a software-related topic, I step up to the plate and process the case. I work together with the customer to find the cause of the error so we can then find a solution.
Software is a major component of every warehouse and controls the system as well as every subsystem, so I work on different cases on all sorts of topics. For example, one case might have me restoring the system to optimal operation after a standstill. But I also take care of less critical tasks, such as freeing up space once the system’s memory is full or unlocking a shuttle.
What are the requirements for this job in terms of education, previous knowledge and interests?
Haris: The following characteristics are helpful for pursuing a career as a Software Support Engineer:
What does an average day at work look like?
Haris: Each day as a Software Support Engineer in Customer Service is always different. It’s exciting, and every case presents its own unique challenge. Since we work in shifts, my day starts with me taking over any open cases from the previous shifts and figuring those out.
I get support requests on different topics every day. Some cases are more critical and require more attention, while others I can solve more quickly. Plus, I get requests from all around the world, so I work with people from different cultures and with different personalities every day. All this makes my job as a Software Support Engineer varied and super interesting.
Sometimes, things get stressful, such as when a support request has top priority because our customer’s essential processes are affected. But handling situations like these is never a problem thanks to the wonderful support of my colleagues.
Our team is really something special. I can always rely on my colleagues to help me handle a tricky issue. I really appreciate that.
In your opinion, why does this job have good prospects for the future?
Haris: Since software is a central part of highly automated systems and since the processes associated with it are growing more and more complex, there are a lot of opportunities for errors to occur. As a Software Support Engineer in Customer Service, my skills and expertise play a major role in keeping systems running smoothly or getting them back up and running. It’s definitely a job with good future prospects.
What do you like most about your job? And what challenges you?
Haris: The thing that challenges me the most just also happens to be the thing that I find most fun in my job. It is quite fulfilling to face a new challenge each day and find an innovative solution for it. I can give my creativity free rein because not every solution is right at my fingertips.
Plus, working as a Software Support Engineer in KNAPP Customer Service offers plenty of opportunities for both personal and professional development. Every day, I have the chance to learn something new and to expand my horizons, which I find is truly satisfying.
Want to know more?
Did the interview with Haris strike a chord with you? Then take a look at our job posting. We’d be delighted to welcome you to our team! Job posting: Application Support Engineer
Junior Content &
Communications Manager
Further reading recommendations
An exciting, innovative, solution-oriented job that our customers can’t live without – this is how Luca describes his career as a PLC Technician at KNAPP. Find out more about his job in this interview.