Mentor Graphics | Siemens

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.

For more details, hit “Apply for job”