Job Information
Siemens Digital Industries Software Polarion Application Support in Mexico City, Mexico
Job Family: Customer Services
Req ID: 434766
Siemens Digital Industries Software is a leading provider of solutions for the design, simulation, and manufacture of products across many different industries. Formula 1 cars, skyscrapers, ships, space exploration vehicles, and many of the objects we see in our daily lives are being conceived and manufactured using our Product Lifecycle Management (PLM) software.
Key Responsibilities
Interface with customers (end users, engineers, managers) to provide a solution or workaround to the problems reported regarding the use of our ALM solutions (Polarion and/or Polarion X) in a timely manner thus accelerating their time-to-vaue.
Assist in the communication flow between the global support team and the core team (developers, QA, R&D, PMs) in EU bridging the gap and allowing for quicker resolution to customers issues
If required, assist other support agents with complex problems like integration with multiple software products, hardware platforms, custom configurations, etc.
Provides business and technical feedback to software and hardware vendors.
Develop detailed and/or in-depth technical articles about troubleshooting, best practices, etc.
Provide guidance for junior engineers.
Sometimes be on call for an emergency shift work over a weekend
Ability to work independently, have desire to go above and beyond if opportunity arises
Qualifications
Soft Skills:
Excellent interpersonal communication and customer care skills
Logical thinker with good analytical and problem-solving skills, be able to find untraditional solutions to resolve customer issues
Accurate writing, excellent verbal communication and record-keeping in fluent English
Experienced with direct communication with customers
Team player and willing to flex work schedule if needed to cover early or late shift
Technical Skills:
Ability to self-train, research, read documentation, and reproduce technical problems by following documentation and/or customer’s use cases
Understanding of Agile and Waterfall development methodologies
Some knowledge, understanding and Experience with: HTML, XML, Java Script, SQL, Subversion, Git, PostgreSQL
Good understanding of Java, error messaging, stack traces, Heap Dump and Thread dump analysis
Good knowledge of Apache and various Authentication methods (SSO, Azure, LDAP, etc)
Experience with server administration, operating systems (Windows Server, Linux) configuration
Experience in technical writing
2+ years’ experience in technical customer support, understanding triage and SLAs
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
Why us?
Working at Siemens Software means flexibility - Choosing between working at home and the office at other times is the norm here. We offer great benefits and rewards, as you'd expect from a world leader in industrial software.
A collection of over 377,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit, and business need. Bring your curiosity and creativity and help us shape tomorrow!
Siemens Software. Transform the Everyday
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