Application Support Engineer Polarion - Mexico City - SISW-PLM

Job description

Job Description

During the current global health crisis, the priority for Siemens Digital Industries Software is the health and wellbeing of our entire community including current and future employees, which may add time to our hiring processes. We appreciate your patience and invite you tovisit our website to learn more about how Siemens is responding to the pandemic.

Position Overview

Application Support Engineer of Polarion product is a member of a global team providing daily technical support to Polarion customers. This job includes Day-to-day communication with customers and internal departments (Development, R&D, Professional Services, Sales, etc.) via email and/or phone to answer questions, collect information and resolve issues reported by the customers.

Responsibilities

·  Polarion supports both in-house configuration and configurations on PLM owned cloud systems. We need especially to quickly resolve problems with the cloud instances as we are responsible for the configuration of these instances.
·  The Polarion support team member supports Gold level customers and monitors their issues, meets frequently (often weekly) to review status, and interfaces with development to help resolve problems quickly.
·  The Application Support Engineer is responsible for developing detailed and precise technical articles for publications, newsletters, and online customer self-help tools.
·  Person will proactively need to create technical articles containing information about best-practices, troubleshooting and usage optimization.

Required Knowledge/Skills, Education, and Experience

·  Good Communication Skills
·  Fluent English Speaking is required
·  Excellent interpersonal communication and customer care skills
·  Logical thinker with good analytical and problem-solving skills, be able to find non-traditional solutions to resolve customer issues
·  Accurate writing and records keeping
·  Understanding of Agile and Waterfall development methodologies
·  Experience with web technologies, HTML, Java
·  Good knowledge of Subversion, Apache, LDAP/AD
·  Have at least 1 year of practical experience in tech support, QA or development
·  Experiences with direct communication with customers
·  Experience of server administration, and operating systems (Windows, Linux) configuration

Preferred   Knowledge/Skills, Education, and Experience

·  Experience with ALM, PLM, IBM Doors, Jira or GIT
·  Fluent or Good Portuguese (Brazil) Speaking is very important but not required

Organization: Digital Industries

Company: Siemens Industry Software, S.A. de C.V.

Experience Level: Mid-level Professional

Job Type: Full-time