Customer Software Engineer

About this role

**Responsibilities
Note:
This is a remote positon. Candidates may be located anywhere within the United States; however, the preferred candidate will reside in or near the
Huntsville, AL**
area.


Travel up to 20% annually (occasional travel).


Position Summary


The Customer Software Engineer will support Octave's mission-critical Public Safety software applications and serve as a key liaison between end users, the North American Octave business unit, and the product development organization. This individual will develop a strong understanding of Octave's product portfolio and leverage technical expertise to investigate, diagnose, and resolve complex issues while delivering an exceptional customer experience and communicating the value of Octave's solutions to the Public Safety industry.


Key Responsibilities

• Provide high-quality support to North American Octave customers via phone, web, and email.
• Troubleshoot complex software and hardware issues across key system components.
• Replicate and analyze customer-reported issues to identify root causes and recommend solutions.
• Conduct customer care review calls to discuss open issues, progress updates, and next steps.
• Take ownership of technical incidents and coordinate resolution efforts with Services, Engineering, and Product Development teams as needed.
• Deliver customer training on system operations and software functionality.
• Stay current on new company products, services, and technology offerings.
• Contribute to team objectives and support related initiatives as needed.
• Perform other reasonable and related duties as assigned.

**Education / Qualifications**

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field with no prior experience required; or 2+ years of experience in customer support, software support, technical support, or a related role.
• 2-4 years of customer service experience is a plus, but not required....