Software Support Engineer - Webster, NY
Company: Xerox Corporation
Posted on: March 18, 2023
Design & Development Engineering
Friday, December 23, 2022
Design & Development Engineering
Description & Requirements
About Xerox Holdings CorporationFor more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we've expanded into software and services to sustainably power today's workforce. From the office to industrial environments, our differentiated business solutions and financial services are designed to make everyday work better for clients - no matter where that work is being done. Today, Xerox scientists and engineers are continuing our legacy of innovation with disruptive technologies in digital transformation, augmented reality, robotic process automation, additive manufacturing, Industrial Internet of Things and cleantech. Learn more at and explore our Purpose: The candidate will be responsible for investigating issues raised by customers relating to product software for Entry Production Color (EPC) and Light Production Mono (LPM) engines, EFI DFE's, and their related components within the established Xerox guidelines. Scope: The candidate will be required to work regularly and closely with multiple organizations in the support value chain: the field, level 2 and various level 4 (development groups) and 3rd party vendors. The ideal candidate would be able to problem solve at the system level. Investigate, replicate, document, and resolve new and/or complex system problems. This may involve analyzing device logs, network traces, customer configurations, etc. This may include collaborating with Service, Program, Support, and Engineering organizations. Provide remote support as necessary. Main Responsibilities: Investigate and resolve complex problems within established targets Provide remote or off-hours support as necessary. Work with value chains to ensure problems are resolved in a timely manner. Key Characteristics: Communicate across the technical support teams, and able to specifically articulate problems, observations, actions and resolutions throughout the technical problem-solving process. Communicate the needs of the customer to the engineering teams Articulate limitations of the system to the customer, while being resourceful in finding ways to meet the customer requirements utilizing the full extent of the system's capabilities Represent Xerox to the customer in a professional manner, representing the strength and capability of Xerox Technology, projecting own spirit of confidence and technical acuity Skills, Knowledge and Abilities: Knowledge of the Xerox production products and solutions. Knowledge of digital workflow and familiarity with Xerox DFE/Controllers Positive attitude and willingness to work through complex problems. Relentless customer focus with great attention to detail. Highly self-motivated, resourceful individual who works well with limited supervision. Excellent verbal and written skills. Utilize problem management tools to input, track and close customer issues.
Keywords: Xerox Corporation, Rochester , Software Support Engineer - Webster, NY, IT / Software / Systems , Webster, New York
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