{"schemaVersion":"jobsearcher.job.v1","id":"cba158d4fe2e50698fc2e967","url":"https://jobsearcher.com/jobs/cba158d4fe2e50698fc2e967","canonicalUrl":"https://jobsearcher.com/jobs/cba158d4fe2e50698fc2e967","title":"Sr. TAC Support (Software)","description":"Overview:\nReporting to the Technical Assistance Center (TAC) Manager, the Sr. TAC Support will be responsible for managing the open issues for PanaCIM EE™ and Gen2 software suites along with other peripheral modules. They will be the window person for the Technical Account Managers (TAM) to follow up and resolve open issues for customers.\n\nAt Panasonic Connect, we connect the power of people and technology to change work, advance society and help connect to tomorrow. Empathy, results, relentlessness and teamwork are the foundations of the Panasonic Connect Culture. Our mission is to elevate the employee experience by empowering individuals to use their voice and have a positive impact on our business. As part of our team, you will push boundaries, take action, and face challenges alongside our customers to innovate experiences that define the changing world of work.\n\nWatch this video to see how we connect talent to opportunity, work to tomorrow and solutions to purpose. Come join our journey!\nResponsibilities:\nWhat you will get to do:\nResolve customer problems via the hotline, chat, e-mail, faxes, other channels while maintaining awareness of the hotline call system and assuring hotline service levels are met.\nProvide assistance/consultations to customers in preparation for software installations.\nResolve issues using Webex, Teamviewer, Microsoft Teams, and other remote support tools.\nManage the issues from receipt to closure, this includes following up a due dates and alerting the TAM managers when an issue is not going to be closed on schedule\nMake sure all issues are entered into the SAP and CRM systems and cases created, and that follow-up actions are defined.\nAct as the subject matter expert and assist junior level staff and/or take over cases as needed.\nCoordination between multiple suppliers, subcontractors and project level agreements.\nEscalate all customer issues and problems with the development group to resolve bugs and submit software enhancements.\nProvide the logs and summary information needed for development to follow up on an issue.\nDocument and share newly found information or trouble shooting techniques to the knowledge base.\nTraining and product specialization:\nPrepare training material, technical documents and procedural documents.\nProvide training and assistance to new technical support staff.\nAs part of professional development, attend training sessions and stay current on industry trends and best practices.\nContinuously look for ways to improve TAC processes and procedures.\nProvide and analyze KPI reports to ensure service levels are maintained.\nQualifications:\nEducation & Experience:\nExperience in the Surface Mount Technology (SMT) industry working with software products.\n5+ years of work experience in electronics assembly and/or capital equipment sales and/or support markets.\nNetworking and software installation experience preferred.\nExperience with SugarCRM is a plus.\nTechnical degree or equivalent technical training and experience in a software discipline.\nIndustry certification a plus.\nCompetencies:\nUnderstanding the SMT process and be able to determine the root cause of defects.\nSoftware coding experience a plus.\nStrong problem solving and troubleshooting skills utilizing various methodologies.\nExcellent communication skills (written, verbal, presentation) and ability to manage meetings.\nStrong attention to details, meeting deadlines and commitments required.\nData analysis and reporting skills\nAbility to trouble shoot complex Network Communication Issues and application software errors (Server & Clients). To determine the root cause of communication errors and write technical reports.\nUnderstand ESXI server environment, Redhat/CentOS/Ubuntu and other Linux operating systems, SQL Server 2008/2012/2016/2019/2022, Windows server 2008/2012/2016/2019/2022 and docker environments.\nUnderstand use, configuration and installation of network hardware: switches, routes, scanners, and access points.\nRead debug logs and pinpoint areas of concern for problem resolution\nStrong communication skills (written and verbal). English is the primary language spoken. Spanish capability a plus.\nOther:\nPossible travel up to 5-10%, as needed, for training and on-site support with overnight stays.\nMay be required to work extended hours to complete special projects as required.\nWhat We Offer:\nHigh Performance Culture\nA focus on Diversity, Equity and Inclusion\nTeamwork and Collaboration\nRewards and Recognition\nLearning & Development Opportunities Across Multiple Business Units\nCompetitive compensation packages\nHybrid work model\nComprehensive benefits\nPaid Parental Care Leave\nEducational Assistance\nVolunteer time off\nTotal Well Being Program\nEmployee Referral Program\n\nPanasonic is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety sensitive positions or as may otherwise be required by contract or law. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Corporation of North America.\n\n#LI-AU1\n#LI-Remote\n\nThe salary range of is just one component of Panasonic Connect's total package. Actual compensation varies depending on the individual’s knowledge, skills, and experience. This role may be eligible for discretionary bonuses and incentives.\nSalary Range: $80,000 - $105,000","company":"Panasonic","rawCompany":"panasonic","city":"Hoffman Estates","state":"IL","isRemote":false,"isActive":false,"createdAt":"2026-04-12T20:44:52.122Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Sr. TAC Support (Software)","description":"Overview:\nReporting to the Technical Assistance Center (TAC) Manager, the Sr. TAC Support will be responsible for managing the open issues for PanaCIM EE™ and Gen2 software suites along with other peripheral modules. They will be the window person for the Technical Account Managers (TAM) to follow up and resolve open issues for customers.\n\nAt Panasonic Connect, we connect the power of people and technology to change work, advance society and help connect to tomorrow. Empathy, results, relentlessness and teamwork are the foundations of the Panasonic Connect Culture. Our mission is to elevate the employee experience by empowering individuals to use their voice and have a positive impact on our business. As part of our team, you will push boundaries, take action, and face challenges alongside our customers to innovate experiences that define the changing world of work.\n\nWatch this video to see how we connect talent to opportunity, work to tomorrow and solutions to purpose. Come join our journey!\nResponsibilities:\nWhat you will get to do:\nResolve customer problems via the hotline, chat, e-mail, faxes, other channels while maintaining awareness of the hotline call system and assuring hotline service levels are met.\nProvide assistance/consultations to customers in preparation for software installations.\nResolve issues using Webex, Teamviewer, Microsoft Teams, and other remote support tools.\nManage the issues from receipt to closure, this includes following up a due dates and alerting the TAM managers when an issue is not going to be closed on schedule\nMake sure all issues are entered into the SAP and CRM systems and cases created, and that follow-up actions are defined.\nAct as the subject matter expert and assist junior level staff and/or take over cases as needed.\nCoordination between multiple suppliers, subcontractors and project level agreements.\nEscalate all customer issues and problems with the development group to resolve bugs and submit software enhancements.\nProvide the logs and summary information needed for development to follow up on an issue.\nDocument and share newly found information or trouble shooting techniques to the knowledge base.\nTraining and product specialization:\nPrepare training material, technical documents and procedural documents.\nProvide training and assistance to new technical support staff.\nAs part of professional development, attend training sessions and stay current on industry trends and best practices.\nContinuously look for ways to improve TAC processes and procedures.\nProvide and analyze KPI reports to ensure service levels are maintained.\nQualifications:\nEducation & Experience:\nExperience in the Surface Mount Technology (SMT) industry working with software products.\n5+ years of work experience in electronics assembly and/or capital equipment sales and/or support markets.\nNetworking and software installation experience preferred.\nExperience with SugarCRM is a plus.\nTechnical degree or equivalent technical training and experience in a software discipline.\nIndustry certification a plus.\nCompetencies:\nUnderstanding the SMT process and be able to determine the root cause of defects.\nSoftware coding experience a plus.\nStrong problem solving and troubleshooting skills utilizing various methodologies.\nExcellent communication skills (written, verbal, presentation) and ability to manage meetings.\nStrong attention to details, meeting deadlines and commitments required.\nData analysis and reporting skills\nAbility to trouble shoot complex Network Communication Issues and application software errors (Server & Clients). To determine the root cause of communication errors and write technical reports.\nUnderstand ESXI server environment, Redhat/CentOS/Ubuntu and other Linux operating systems, SQL Server 2008/2012/2016/2019/2022, Windows server 2008/2012/2016/2019/2022 and docker environments.\nUnderstand use, configuration and installation of network hardware: switches, routes, scanners, and access points.\nRead debug logs and pinpoint areas of concern for problem resolution\nStrong communication skills (written and verbal). English is the primary language spoken. Spanish capability a plus.\nOther:\nPossible travel up to 5-10%, as needed, for training and on-site support with overnight stays.\nMay be required to work extended hours to complete special projects as required.\nWhat We Offer:\nHigh Performance Culture\nA focus on Diversity, Equity and Inclusion\nTeamwork and Collaboration\nRewards and Recognition\nLearning & Development Opportunities Across Multiple Business Units\nCompetitive compensation packages\nHybrid work model\nComprehensive benefits\nPaid Parental Care Leave\nEducational Assistance\nVolunteer time off\nTotal Well Being Program\nEmployee Referral Program\n\nPanasonic is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, disability status, protected veteran status, and any other characteristic protected by law or company policy. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation. Pre-employment drug testing is required for safety sensitive positions or as may otherwise be required by contract or law. Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S. Thank you for your interest in Panasonic Corporation of North America.\n\n#LI-AU1\n#LI-Remote\n\nThe salary range of is just one component of Panasonic Connect's total package. Actual compensation varies depending on the individual’s knowledge, skills, and experience. This role may be eligible for discretionary bonuses and incentives.\nSalary Range: $80,000 - $105,000","datePosted":"2026-04-12T20:44:52.122Z","dateModified":"2026-04-12T20:44:52.122Z","hiringOrganization":{"@type":"Organization","name":"Panasonic","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Hoffman Estates","addressRegion":"IL","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"cba158d4fe2e50698fc2e967"},"url":"https://jobsearcher.com/jobs/cba158d4fe2e50698fc2e967"}}