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Overview
The Software Solutions Specialist serves as a technical escalation resource for Neogen software and firmware solutions, supporting internal teams in resolving complex customer issues. This role partners closely with Technical Support, Customer Success, Product, Software Development, and international teams to troubleshoot issues, document solutions, train team members, and support successful software releases.
Key Responsibilities
- Serve as a Tier III escalation point for software and firmware-related customer issues, working with internal teams to troubleshoot, analyze, and resolve complex cases.
- Support Tier I and Tier II Technical Support, Customer Success, and international teams by providing advanced troubleshooting guidance, product knowledge, and consistent support resources.
- Learn new software and firmware functionality with each release and create or update training materials, knowledgebase content, and troubleshooting documentation.
- Train appropriate team members on new functionality before release, including expected behaviors, troubleshooting steps, and known limitations or workarounds.
- Monitor software bug and enhancement queues, validate reported issues, gather necessary details, and prepare accurate information before escalating to Software Development or Product teams.
- Document steps to reproduce software or firmware issues and coordinate with Product Owners and Software Development teams to support timely investigation and resolution.
- Recommend solutions, workarounds, or next steps for technical and product issues experienced by customers.
- Use technical, product, market, and customer support knowledge to contribute to project planning, issue prioritization, and release readiness activities.
- Maintain accurate and current support content in approved systems, including knowledgebase articles, internal documentation, and troubleshooting guides.
- Build and maintain strong working relationships across Neogen teams, including U.S. and international support, Customer Success, Product, and Software Development teams.
- Demonstrate Neogen's values through open, honest, credible, respectful, and service-focused communication and collaboration.
- Perform other related duties as assigned.
Essential Requirements
- Experience providing software support, technical support, application support, firmware support, or similar customer-facing technical troubleshooting.
- Ability to analyze complex technical issues, identify relevant information, document findings clearly, and recommend practical solutions.
- Strong written and verbal communication skills, including the ability to explain technical concepts to technical and non-technical audiences.
- Ability to create and maintain clear knowledgebase content, troubleshooting documentation, training materials, and issue reproduction steps.
- Ability to collaborate effectively with cross-functional teams, including Technical Support, Customer Success, Product, Software Development, and international colleagues.
- Demonstrated problem-solving skills, sound judgment, attention to detail, and ability to prioritize work in a fast-paced support environment.
- Ability to learn new software functionality, features, workflows, and tools with each release.
- Ability to lead by example, support team learning, and contribute to a culture of trust, teamwork, openness, respect, and service.
- Proficiency with or ability to quickly learn commonly used collaboration, support, documentation, and issue-tracking systems, such as:
- Azure DevOps and/or Jira
- Microsoft Teams
- Microsoft Outlook
- SharePoint
- Steps Recorder or similar screen/documentation tools
- Zendesk or similar customer support platforms
- Salesforce or similar CRM systems
- Freshservice or similar IT service management tools
- Confluence or similar documentation platforms
- Education and experience in one of the following combinations:
- Bachelor's degree in computer science, information technology, software engineering, or a related field and 1-3 years of relevant professional software support experience; or
- Associate degree, technical certification, or equivalent practical experience and 3-5 years of relevant professional software support experience; or
- An equivalent combination of education, training, and experience that provides the required knowledge and skills.
- Ability to perform the essential functions of the role, with or without reasonable accommodation.
Desirable Requirements
- Experience supporting software or firmware products in a regulated, technical, agricultural, food safety, animal safety, life sciences, or similar environment.
- Experience working with global or distributed teams across multiple time zones.
- Experience validating customer-reported software defects and preparing clear bug reports for development teams.
- Experience supporting release readiness, user acceptance testing, pre-release training, or product launch activities.
- Familiarity with Agile development processes, product backlog workflows, defect triage, or sprint-based development.
- Experience using data from support cases, bug queues, or customer feedback to identify trends and recommend improvements.
- Strong customer-service orientation and ability to balance customer needs with product, technical, and business considerations.
- Ability to move or manage limited testing equipment or hardware, typically under 40 pounds per device, as needed.
What We Offer
- The opportunity to contribute to Neogen's mission by supporting software and firmware solutions that help customers protect and enhance the world's food supply, animal health, and public health.
- A collaborative, service-focused environment that values openness, honesty, credibility, respect, and teamwork.
- Opportunities to work closely with cross-functional teams, including Technical Support, Customer Success, Product, Software Development, and international colleagues.
- Exposure to new software releases, product functionality, troubleshooting methods, and continuous learning opportunities.
- A role that may be performed remotely or in person, based on business needs, team collaboration, and role expectations.
From inside the farm gate to our dinner plates, Neogen protects the world’s food supply. Through a variety of animal healthcare products, to food safety solutions for dangerous bacteria, allergens, toxins, drug residues and much more, Neogen is there — and you can be too.
