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Siemens

The Application Support Engineer will work within the Cloud Technical Support team to assist Siemens Digital Industries Software customers using our cloud product solutions: MindSphere IoT and Mendix application development.

This role will require the successful candidate to:
• Take ownership of submitted product issues – work with active MindSphere and Mendix customers to resolve their data collection, data analytics, and application deployment/development issues.
• Serve as a Team Lead for regional Support Engineers – assisting in their training, daily activities and customer escalations.
• 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.  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 material.
• Work with minimal supervision on complex issues with ability to make independent judgment and discretion.  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 level of customer impact.
• Work 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”