Software Technical Analyst

Position Summary

A Software Technical Analyst is an entry level position that introduces a new employee to the Ignition ecosystem as well as develop soft skills and customer service.

Core Duties and Responsabilities

The responsibility of the employee is to develop strong basic knowledge of Ignition and subsystems (OPC-UA, Transaction Groups, Tag History, Modular Architecture, etc.); a basic knowledge of the industrial automation industry and the way that Ignition is used in a variety of sub-industries. They will participate in a structured training program that will include Inductive University and in-person training. They must be able to pass the Ignition Core Certification and Gold test at the end of the training. They will participate in a variety of activities that will support the Technical Support Department, while giving them broad experience with the software, associated technologies and the activities of other departments within Inductive Automation.

Activities include:

• Support ticket triaging: collecting information from customers in order to craft effective technical support tickets that can be efficiently handled by Support Engineers; learning to identify, at a high level, different categories of issues and how to prioritise them

• Basic troubleshooting
• Effectively communicating technical issues both internally and externally to customers
• Applying knowledge of various technologies including SQL databases, Python, networking, Windows, and Linux
• Learning to use virtualization technologies such as docker, AWS and VMWare to simulate complex architectures
• Participating in various department initiatives
• Participating in and leading peer-to-peer trainings
• At later stages in the program, working directly out of the ticket queue and conducts Support ticket research; such as troubleshooting reported issues, identifying and researching potential bugs, and writing effective bug tickets
• Applying knowledge and utilizes resources available to help with identification and track of customer issues (i.e. Support Channel, User Manual, Inductive Automation Forums, Management)

Requirements

• In progress with a College Degree in Computer Science, Computer Engineering, or similar experience
• Familiarity with Windows, Linux (Ubuntu) and OSX Platforms
• Familiarity with programming concepts (Java, Python, similar)
• Familiarity with SQL databases (MS SQL Server, MySQL, Oracle, similar)
• Experience with SQL languages
• General networking experience (routers, switches, subnets, vlan, etc)
• A broad technical curiosity and proven technical understanding
• Excellent communication & interpersonal skills

Values

• Passionate and curious problem-solver
• Self-starter with a strong sense of professionalism
• Genuinely caring
• Eager to collaborate and create positive change
• Takes ownership and accountability

Physical Requirements

• Able to sit or stand for up to 8 hours
• Frequent use of keyboard
• Frequent use of telephone and/or headset