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Career Story: Software Support Specialist For A Electronics Test Equipment Company

Software Support Specialist For A Electronics Test Equipment Company

Job Title: Computer-Aided Design EDA Support

Type of Company: My company makes automated test equipment.

Education: MS, Engineering

Previous Experience: In grad school I was a teaching assistant.

Job Tasks: I support software that company engineers use to make printed circuit board. I deal with questions and bugs with the software that they use. I deal with major bugs that crash programs, but with far more minor problems too. We have many people in the company from different parts of the world and we have to find solutions that work for everyone, not just one group. We deal with installation and usage of programs from major software companies. We also create and support programs developed inside the company to interface with PCB manufacturers, parts suppliers and document control. I receive questions by phone, email and walk-ins. My first priority is to get the user back to work. Then I try to find the cause of the problem which is often a bug or a process problem. I also try to make the programs we have more efficient. As our company downsizes, this becomes more and more important. It is a constant struggle to juggle user questions with projects that will help the user in long run.

Best and Worst Parts of the Job: The best part is getting a tough question/issue and solving the problem. I enjoy being able to isolate a problem in the code and developing a workaround so people can continue their work.

The worst part of the job is dealing with co-workers who do not even try to figure things out or who do not even try beyond a lame first attempt.

Job Tips: Keep an open mind. You do not have to know everything, just know where to look for answers. Be brave enough to try different things, but always keep the back-up or the original before you start changing things.

Also, in a support job it is import to have empathy for the person with the problem, even if it's their own fault. We need to calm the people down and let them know we are working on their problem. Again, one of the biggest factors is to keep and open mind.

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