License Support Engineer

Job description

Siemens Digital Industries Software - Where today meets tomorrow.

Let's make the difference together!

Siemens Digital Industries (DI) is an innovation leader in automation and digitalization. Closely, collaborating with partners and customers, we care about the digital transformation in the process and discrete industries. With our Digital Enterprise portfolio, we provide and encourage companies of all sizes with an end-to-end set of products, solutions and services to integrate and digitalize the entire value chain. Meaningful optimization for the specific needs of each industry, our outstanding portfolio supports customers to achieve greater efficiency and flexibility. We are constantly adding innovations to its portfolio to integrate groundbreaking future technologies. We have our global headquarters in Nuremberg, Germany, and have around 75,000 employees internationally.

We're looking for a License Support Engineer to join our team in Cairo, Egypt.

As Support Agents within our Licensing and Enablement division, our primary goal is to assist customers in effectively setting up and licensing any Siemens DISW software they have purchased. Customers can reach out to us via our Support Website (https://support.sw.siemens.com) or by phone, and we respond to their inquiries through phone calls, emails, or screen sharing tools. Our aim is to collaboratively address issues related to software installation and licensing.

A significant portion of our support activities revolves around the FlexNet-based licensing system utilized by our software for authorization. Our Support Agents serve as valuable resources for resolving software setup issues on computers running either Windows or Linux operating systems.

We frequently collaborate with other Support Agents, especially when resolving customer issues requires expertise in both application operation and licensing.

Furthermore, we serve as the bridge between our customers and Siemens DISW, addressing the challenges they encounter with our software. Our ultimate goal is to establish trusted partnerships with our customers, recognizing that their success is integral to our own.

Responsibilities

• Managing Daily Support Cases: Handle multiple customer requests, ensuring they remain updated and active until resolution.
• Documenting Activities: Record details of each case to provide both us and the customer with relevant information during and after issue resolution.
• Creating Technical Documents: Develop Knowledge Articles addressing common issues, enabling customers to resolve problems by visiting our Support Website.
• Expertise Development: Cultivate proficiency in both basic FlexNet licensing and the specific implementation of this technology within Siemens DISW.
• Collaboration: Work with a globally diverse team of Support Agents, sharing skills and seeking assistance when needed.
• Issue Reproduction: Learn to replicate technical issues for reporting to software developers, internally creating test cases that demonstrate customer-reported problems.
• Comprehensive Software Portfolio Knowledge: Strive to familiarize yourself with the entire DISW software portfolio, even when dealing with requests beyond your immediate expertise.
• Effective Communication: Engage with individuals at all levels of technical understanding, building and maintaining relationships internally and externally while resolving issues within our software portfolio.

Qualifications

• Bachelor's degree in Computer Science or Computer Engineering.
• 3-5 years of experience in Software QA, Software Support, or IT Operations.
• Extensive experience in software Installation and Deployment.
• Proficiency in System Administration for Windows Operating systems.
• Fundamental understanding of Computer networking requirements.
• Excellent verbal and written communication skills, with exceptional active listening abilities.
• Proficiency in System Administration of Linux Operating systems is a plus!
• Familiarity with FLEXnet licensing software is preferred.
• Demonstrated understanding of Software QA or debugging techniques is desirable.
• Ability to develop scripts in Windows Batch, PowerShell, Unix shell/perl/python, C, and/or SQL is preferred.
• Previous experience with EDA software applications such as Mentor Pads and/or Expedition, or other Siemens DISW software products utilizing FlexNet Licensing is a HUGE plus!

Working at Siemens Software

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.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

At Siemens, we are always challenging ourselves to build a better future. We need the most innovative and diverse Digital Minds to develop tomorrow‘s reality.

Siemens Industry Software is an equal opportunities employer and does not discriminate unlawfully on the grounds of age, disability, gender assignment, marriage, and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or trade union membership.

Siemens. Making real what matters.

If you want to make a difference – make it with us!