Technical Support Engineer - Houston, TX

About the role

This position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers.

Responsibilities

• Act as the first point of contact for customers, assisting with product queries.
• Assess the severity and urgency of customer queries, determine action plans, and initiate resolution.
• Work with customers to resolve fundamental software issues related to Siemens’ cloud offering.
• Coordinate with subject matter experts, application owners, trainers, or other technical resources to resolve issues.
• Prioritize, research, diagnose, troubleshoot, and resolve product issues within defined service level agreements (SLAs).
• Coordinate and communicate with different teams to escalate unresolved issues to appropriate internal departments.
• Act as a customer advocate and liaise with R&D/Product Management to ensure timely and appropriate service.
• Enhance the FAQ library by adding knowledge articles to support quick responses and self-service.
• Provide after-hours critical support as needed.

Requirements

• Bachelor’s degree in Computer Science, Electrical Engineering, Electronics Engineering, or a related field.
• 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.

Qualifications

• Three (3) years of experience supporting and implementing cloud solutions.
• Two (2) years of experience with programming and scripting languages, such as Java or Python.
• One (1) year of experience in support processes for DevOps operations and cloud solutions.
• Experience working with geographically distributed teams.
• Experience in a customer-facing technical support role.

Skills

• Proficiency with PSS®E or Network Model Management, ODMS, or MOD.
• Familiarity with customer support platforms, such as Freshdesk.
• Ability to set up analytical reports and dashboards for customer service KPIs.

Hybrid work permitted. Must report into the Houston, TX office 1 day per week.