Software Support Engineer

Hexagon Mining; Balikpapan; On-site; IDR 200.000.000 - 300.000.000; Full time

Job summary

A global leader in measurement technologies is seeking a Software Support Engineer in Balikpapan, Indonesia. This role involves providing technical support and problem-solving for software deployed in mining sites. Candidates should have a background in Computer Science or Engineering, with experience in networking and database administration. Fluency in Indonesian and English is essential. Join this dynamic team to contribute to innovative mining solutions.

Qualifications

• At least 3 years of experience with scripting languages like bash, perl, or python.
• Experience with relational databases such as Microsoft SQL Server.
• Fluent in both Indonesian and English.

Responsibilities

• Provide ongoing support for troubleshooting customer issues.
• Maintain documentation and reporting standards.
• Ensure software deployed at remote mining sites operates effectively.

Skills

Networking

Database administration

C++ programming

Python scripting

Customer-centric solution focus

Education

Tertiary Qualifications in Computer Science/Engineering

Tools

PostgreSQL

MongoDB

Virtual Machines

Job description

The Company

We are Hexagon. At Hexagon, we do not just measure the world – we define its future. As the global leader in measurement technologies, we provide the confidence that vital industries rely on to build, navigate, and innovate. We bridge the physical and digital worlds with cutting‑edge metrology, reality capture, and positioning solutions – making industries and cities safer, smarter, and more sustainable.

Hexagon Autonomous Solution

Comprises of three divisions: Agriculture, Autonomy & Positioning, and Mining – providing a breadth of perception, positioning, vehicle autonomy and site orchestration technologies to enable the full autonomous solutions for the agriculture, mining, automotive and marine sectors.

Hexagon Mining Division

One technology partner. For the life of your mine. Our mining technologies provide surveying, design, fleet management, production optimisation and collision avoidance capabilities in a life‑of‑mine solution that connects people and processes, reduces costs and improves the safety and productivity of mine sites.

The Position

Reporting to Software Support Team Lead, we are seeking a Software Support Engineer to join the APAC Technical Service & Support team, in Balikpapan.

The role will look after our diverse technology portfolio through providing remote technical assistance with quarterly site visits to a growing range of clients in the Asia‑Pacific (APAC) region. It will involve a rotation of being on call once per month within day shift and after‑hour requirements to support our clients.

Furthermore, you will ensure Hexagon Mining technology systems at customer mine sites operate effectively and deliver tangible value to our customers’ mining operations.

Responsibilities

• Partner with the Product Development team to assist in capturing and identifying information about system issues (defects) when escalation is required.
• Support and maintain software deployed at remote mining sites, providing ongoing support for troubleshooting and problem solving customer issues.
• Investigate and resolve issues including performance monitoring.
• Reporting and documentation requirements as required.
• Maintain, enhance and adhere to Hexagon Mining documentation and reporting standards, systems and processes.
• Represent Hexagon Mining in a helpful, professional and courteous manner at all times.
• Comply with Hexagon Mining’s Workplace Health and Safety policies and procedures (and those of clients’ sites visited), participate in audits and comply with instructions given in respect to the health and safety of oneself, others and others.
• Be part of on‑call support roster to provide continuous support to customer service sites.
• Act as a dedicated customer support advocate and manage the technical issues for key customer accounts.
• Partner with Account Managers to ensure that customer accounts are in a healthy state with the Hexagon systems they own.

About You

We are looking for an experienced product, support, or software engineer ready for the next step in their career, where your knowledge, skills, experience and passion can be brought to the forefront of your role.

Technical Qualifications

• Tertiary Qualifications in Computer Science, Computer Engineering / Electrical Engineering / Software Engineering or related fields.
• Experienced in networking, database administration.
• Prior exposure to virtual machines would be desirable.
• Knowledge of C++ or Objective‑C programming languages.
• At least 3 years experience scripting languages (bash, perl, python, etc.).
• Experience with relational (PostgreSQL, Microsoft SQL Server) or NoSQL databases (MongoDB).
• Prior experience within mining, ideally across Fleet Management Systems or safety system product suites.
• Experience working in the mining industry. Global experience desirable.
• Experience with wireless networks, switches and routing would be an advantage.

General Attributes

• Initiative & Self‑driven: Able to establish own time management/routine to meet deliverables.
• Agility: Able to adapt to changing requirements from business or customer, proactively pivot to new directions.
• Customer‑centric & solution focused: Ensure our customer service lifecycle is delivered in partnership, solution driven in our engagement.
• Collaborative: Build cohesive working relationships with multi‑functional teams’ internal/external, work in a multi‑located team environment.
• Thrive in dynamic environments: Curious and proactive in navigating evolving landscapes.
• Working Rights: Working rights within relative country.
• Fluent in both Indonesian and English language, verbal and written.