Applications Engineer II

Key Job Responsibilities

• Participates in the intake, triage, prioritization, and resolution of customer support tickets to ensure timely and effective outcomes.
• Accurately assesses issue criticality, business impact, and urgency to prioritize work and allocate resources appropriately.
• Performs thorough root-cause analysis and provides timely, accurate resolution of software-related issues across supported systems.
• Trips to customer sites as required to support projects, complex investigations, or persistent technical issues.
• Safeguards Linux-based systems, mobile field computers, and applications, including log collection and basic analysis.
• Assists with wired and wireless network installation, configuration, and troubleshooting.
• Supports hardware installation, diagnostics, repair, and replacement under established procedures.
• Maintains system health and operational performance, identifying issues and reporting risks.
• Supports deployments, upgrades, configuration changes, and persistent issue resolution activities.
• Participates in an after-hours support rotation to ensure continuity of service and issue resolution.

Customer Service Excellence

• Maintains high levels of customer satisfaction through frequent, professional, and meaningful communication via ticketing systems, email, and phone.
• Buils, develops, and sustains strong customer relationships by demonstrating technical competence, responsiveness, and accountability.

Process and Quality Management

• Consistently adheres to established support processes, procedures, and quality standards to ensure reliable and repeatable outcomes.
• Documents issues, actions, and resolutions clearly to support knowledge sharing and continuous improvement.

Collaboration and Communication

• Serves as a technical contact for customers, providing professional and timely communication via tickets, email, phone, and on-site interactions.
• Collaborates closely with regional engineers, field technicians, and global support teams to resolve issues efficiently and effectively.
• Proactively escalates and communicates critical or high-risk issues to supervisors, managers, Key Account Managers (KAMs), and relevant departments as needed.

Safety

• Maintains awareness of safety requirements and promotes safe work practices in office and mine site environments.