Technical Support Engineer

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).

Cookordination and communication 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.

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;
• Working with geographically distributed teams;
• Two (2) years of experience with programming and scripting languages, such as Java or Python;
• Experience in a customer-facing technical support role;
• One (1) year of experience in support processes for DevOps operations and cloud solutions.

Skills

• PSS®E or Network Model Management, ODMS, or MOD;
• Customer support platforms, such as Freshdesk;
• Setting up analytical reports and dashboards for customer service KPIs.