Job Description

Kardex AutoStore specializes in innovative automated storage and retrieval solutions. We are seeking a motivated self-starter to join our team in the role of Software Support Engineer to be based in Kuala Lumpur/Selangor.  This position offers the opportunity to work in a dynamic growing environment and contribute to the growth of our operations in the APAC region.

Your tasks

The Software Support Engineer will be responsible for providing ongoing support to customer sites utilizing the AutoStore software and Kardex WES software platform. This is a customer-facing role requiring strong communication, organizational, and troubleshooting skills. The engineer will address issues at Level 1-3, acting as a software and site expert capable of performing initial root cause analysis. 

The Software Support engineer’s feedback will play a crucial role in informing the software product team about customer satisfaction and the quality of the Kardex WES platform, contributing to continuous improvement efforts. The role involves troubleshooting, triaging, and resolving support tickets related to Kardex WES and AutoStore, with occasional support for third-party software systems and integrations based on the unique needs of each customer site. 

The ideal candidate will excel in a dynamic, multifaceted role that combines expertise in warehouse operations, software development, IT hardware, and intralogistics software applications (such as WCS, WES, and WMS). 

Key Responsibilities: 

• Contribute to the analysis and definition of Kardex WES software requirements. 
• Participate in the integration and testing of Kardex WES software both in-house and on customer sites. 
• Participate in the setup, configuration, and rule definition according to customer requirements. 
• Develop a strong understanding of the customer’s operational practices and needs. 
• Create and enhance comprehensive test plans and test cases. 
• Prepare clear and concise release notes to facilitate smooth deployment. 
• Ensure high-quality work through rigorous QA and testing procedures. 
• Identify, diagnose, and resolve bugs, applying appropriate fixes as needed. 
• Develop and execute internal, interface, and integrated test plans involving AutoStore systems, Kardex software, client host systems, and other integrated technologies. 
• Lead and deliver training sessions for customer personnel on the functionality and operation of Kardex WES software. 
• Provide ongoing support to customers during the post-handover and ramp-up phase. 
• Take ownership of the Kardex WES software system deployed on the AutoStore demo grid across APAC, ensuring readiness for customer visits, testing, and software updates. 
• Provide Level 1-3 support by addressing customer inquiries and managing calls/tickets either directly from the customer or Kardex Level 1 technicians. 
• Escalate and collaborate with the Kardex WES product team to resolve Level 3 issues. 
• To be part of the on-call roster to provide 24/7 support coverage.

Job Requirements: 

• Bachelor’s Degree in Computer Science, Engineering, or a related field. 
• Strong verbal and written communication skills. An active team player and customer focus. 
• Able to adhere to priorities and meet tight dateline. 
• Excellent troubleshooting abilities and experience working with real-time software systems. 
• Proficiency in SQL scripting is desirable. 
• Experience with .NET and Java Framework software deployment is a significant advantage. 
• Familiarity with C# is an added plus. 
• Minimum of 2 years of experience in software deployment or automation systems, with experience in AutoStore being a bonus. 
• Background in project team environments, preferably in project management or commissioning settings. 
• Ability to handle out-of-office Level 1-3 support calls as needed. 
• Proficiency with Microsoft Office Suite and similar productivity tools. 
• Motivation to actively contribute to the setup and growth of a new business unit. 
• Entrepreneurial mindset with a proactive, solution-oriented approach to problem-solving. 
• Self-driven, results-oriented, and optimistic attitude towards achieving success. 
• In-depth understanding of logistics and IT processes. 
• Willingness to travel to project sites across the APAC region, with an estimated 20% to 30% travel required. 

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