Application Support Engineer - Advanced (m/f) - SISW - PLM

Job Description

We are looking for our next Advanced Application Support Engineer! You will work within the Cloud Technical Support team to assist Siemens Digital Industry Software customers using our cloud product solutions: MindSphere IoT and Mendix application development. 

Your missions:

You will:

  • Take ownership of submitted product issues and will work with active MindSphere and Mendix customers to resolve their data collection, data analytics, and application deployment/development issues.
  • Investigate reported problems, replicate customer issues, and determine how to troubleshoot issues to best identify the root cause on our platform infrastructure or within our software.
  • Clearly communicate software problems or enhancements to Product Management, R&D, Customer Success, or Sales and manage cross functional coordination with those teams. You will advocate for quick resolution and root cause analysis to improve the customer experience.
  • Proactively reach out to customers to inform them of trends and best practices to help them avoid issues that have already been resolved – primarily through documenting FAQs and related materials.
  • Work with minimal supervision on complex issues with ability to make independent judgment and discretion. You will coordinate within a large organization, navigating product and project leads to determine how we should communicate customer issues.
  • Effectively manage time and prioritize daily tasks based on issue severity and lever of customer impact.
  • Collaborate with the Product teams to get enabled on new features before they are deployed to our existing customers with a focus on how we will support that new functionality.

Your background & experience:

  • You have a Bachelor’s degree in information systems, engineering, computer science, or equivalent work experience with 5-7 years of experience in customer facing technical support or technical consultancy role.
  • You are comfortable with the cloud industry, including IoT data collection, data storage, analytics, and application development, with AWS or Azure cloud platforms.
  • You are a strong customer focused professional with a passion to engage customers in solving their issues and helping them succeed within the MindSphere and Mendix platforms.
  • You are very comfortable when it deals with troubleshooting customer and technical issues (not only following pre-defined checklists but also helping drive the process for technical issues never encountered!)
  • You succeed in creative problem solving, finding viable alternative solutions to keep the customer’s projects on track and documenting those solutions for all other customers ‘benefit.

Organization: Digital Industries

Company: Siemens Industry Software B.V.

Experience Level: Experienced Professional

Job Type: Full-time

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