EVE Support Engineer

Summary of Position

As a key member of the HQ Eve Support Team at Infors AG, this position is responsible for ensuring the smooth and efficient operation of software customer support services. The role encompasses a range of tasks, including troubleshooting software-related issues, assisting customers with technical inquires, and ensuring prompt and effective resolution of support requests.

In alignment with the company’s corporate identity, the role requires maintaining a professional and customer-focused approach while adhering to internal policies and industry best practices. Additionally, safeguarding the company’s trade secrets and confidential information is a critical responsibility.

This position reports directly to the team leader, and collaborates closely with internal departments to enhance support processes, optimize customer satisfaction, and contribute to the continuous improvement of the software function at Infors AG.

DUTIES AND RESPONSIBILITIES:

• Customer Support & Inquiry Management: Handle and process customer inquiries efficiently, ensuring timely resolution and excellent service.

• License Management: Manage and maintain customer software licenses, ensuring compliance and smooth operations.

• Problem Resolution & Collaboration: Plan and conduct meetings with internal teams and customers to resolve software-related issues.

• Issue Escalation & Tracking: Escalate complex technical issues to the software development team, track progress, and ensure resolution.

• Implementation Support: Assist customers in implementing software-related devices and integrating them into their workflows.

• Bug Reporting & Feedback: Collect and report software bugs and customer feedback to developers and product managers for continuous improvement.

• Knowledge Management: Maintain and update internal knowledge databases to support efficient troubleshooting and customer support.

• Software Qualification Support: Assist the qualification department in creating documentation for software validation and qualification.

• Global Support for Subsidiaries & Distributors: Provide support to subsidiaries and distributors in performing software validations in accordance with cGxP regulations, both virtually and occasionally on-site worldwide.

• Training & Education: Conduct training sessions for customers, subsidiaries, and distributors on software functionalities and best practices.

REQUIRED SKILLS & ABILITIES:

Soft Skills:

• Excellent communication and interpersonal skills

• Strong service orientation and customer-focused mindset

• Ability to grasp complex concepts quickly

• Willingness to learn and adapt to new technologies

• Proactive, structured, and independent working style

Technical Skills:

• Proficiency in Office 365

• Preferred experience with Microsoft Dynamics (CRM)

• Preferred experience working with databases

• Understanding of network technology and IT infrastructure

• General affinity for IT, software, and troubleshooting

Language Skills:

• Fluent English (written and spoken) required

• Additional languages are a plus

EDUCATION & EXPERIENCE:

• At least a certificate in IT, technology, or natural sciences

• Preferably a higher education degree in a relevant field

• Strong troubleshooting and problem-solving abilities

• Several years of experience in first- or second-level software support

• Preferable knowledge of C# programming

• Preferable knowledge in biotechnology

Physical & Work Requirements:

• Ability to travel up to 10% per year if needed

• Onsite office work required at Annapolis Junction, MD (some remote work possible after training and probation)

• Standard working hours: 8:00 AM – 4:30 PM

The job requires daily onsite office work at Annapolis Junction, MD. Some remote work possible after training and probation.

Standard hours for position- 8:00 – 4:30