License Support Engineer

About the role

As a Support Agent in our Licensing and Enablement group, you will help customers successfully set up and license Siemens DISW software. Customers may contact us through our Support Website or by phone. You will respond via phone, email, or screen-sharing tools to resolve issues related to installation and licensing, particularly focusing on FlexNet-based licensing. You will also assist with software setup on Windows- or Linux-based systems and collaborate with other Support Agents to address complex issues involving both application operation and licensing. As the voice of our customers within Siemens DISW, you will help ensure their success, striving to become a trusted partner.

Responsibilities

• Manage daily support cases by handling multiple customer requests and keeping them updated and active until resolved.
• Document activities for each case to ensure both you and the customer have pertinent information throughout and after resolution.
• Create technical documents (Knowledge Articles) covering common issues to help customers resolve problems via the Support Website.
• Develop and maintain expertise in basic FlexNet licensing and Siemens DISW’s implementation of this technology.
• Work with a globally diverse team of Support Agents, sharing skills and seeking assistance as needed.
• Learn to reproduce technical issues for reporting to software developers and create internal test cases demonstrating customer-reported problems.
• Become familiar with the entire DISW software portfolio and handle requests even when initially unfamiliar with the specifics.
• Communicate effectively with people at all levels of technical understanding, building and maintaining relationships with internal and external stakeholders.

Requirements

• Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or a related field.
• 3–5 years of experience in Software QA, Software Support, or IT Operations.
• Significant experience with software installation and deployment.
• Expertise in system administration for Windows operating systems.
• Basic understanding of computer networking requirements.
• Strong verbal and written communication skills, with excellent active listening skills.

Additional Experience

• System administration of Linux operating systems.
• Working knowledge of FLEXnet licensing software.
• Understanding of software QA or debugging techniques.
• Ability to develop scripts using Windows Batch, PowerShell, Unix Shell, Perl, Python, C, and/or SQL.
• Previous experience with EDA software applications (Mentor PADS and/or Expedition) or other Siemens DISW software products using FlexNet Licensing.