Location: 1401 Enclave Parkway, Suite 475, Houston, TX 77077
Position Title: Technical Support Engineer
Hours: Monday - Friday, 8:00 am to 5:00 pm, 40 Hours/Week
Summary of Duties: Be first point of contact for customers, by assisting with their product queries. Assess the severity and urgency of the queries, determine the action plan, and initiate the resolution. Work with customers to resolve fundamental software issues with Siemens' cloud offering. Shepard the resolution through subject matter experts, application owners, trainers, or other technical resources as needed. Prioritize, research, diagnose, troubleshoot, and resolve product issues within the defined service level agreements (SLAs). Coordinate and communicate with different teams and follow standard procedures to escalate unresolved issues to appropriate internal departments. Act as customer advocate at Siemens and liaise with R&D/Product Management to ensure that customers receive the appropriate level of service in a timely manner. Enhance the FAQ library to add knowledge articles to aid quick responses and self-service. Responsible for after-hours critical support. Prioritize, research, diagnose, troubleshoot, and resolve the customer submitted product issues within the defined SLAs. Hybrid work permitted. Must report into the Houston, TX office 1 day/wk.
Qualifications: The position requires a Bachelor's degree in Computer Science, Electrical
Engineering, Electronics Engineering, or a related field and five (5) years of experience in the job offered, or as a Power Systems Engineer, Quality Assurance Engineer, DevOps Engineer, Software Developer, or a related occupation. The position requires the following skills: Three (3) years of experience with supporting and implementing cloud solutions; and Working with geographically distributed teams. Two (2) years of experience with programming and scripting languages, such as Java or Python; and Experience in a customer-facing technical support role. One (1) year of experience in support processes for DevOps operations and cloud solutions. The position requires experience with the following: PSS4E or Network Model Management, ODMS, or MOD; Customer support platforms, such as Freshdesk; and Setting up analytical reports and dashboards for customer service KPIs. Hybrid work permitted. Must report into the Houston, TX office 1 day/wk.
