Software Support Engineer - Mining Tech (Remote & On-Site)

Hexagon Mining; Balikpapan; Remote; IDR 89,280,000 - 156,240,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Health insurance

Flexible remote schedule

Professional development

Job summary

Hexagon Mining seeks a Remote Technical Support Specialist to provide expert remote assistance for installation, configuration, and ongoing maintenance of our clients’ systems. You will support clients and on-site technicians, resolving technical queries from a remote work environment.

Responsibilities include troubleshooting, documenting solutions, and collaborating with engineering teams. This role offers a fully remote schedule with opportunities for professional training and career growth.

Qualifications

• Experience in a technical support role, preferably in install and maintenance environments.
• Strong ability to troubleshoot hardware, software, and systems relevant to the company’s products.
• Excellent remote communication and interpersonal skills for customer interactions.
• Proficiency with remote support tools, ticketing systems, and standard office software.
• Ability to work independently and manage time effectively in a remote setting.

Responsibilities

• Provide remote technical assistance for installation, configuration, and troubleshooting of equipment.
• Guide clients and field technicians through maintenance procedures and diagnostic steps.
• Analyze problems, identify root causes, and propose effective solutions via phone, email, or chat.
• Develop and update technical documentation, FAQs, and knowledge base articles.
• Escalate complex issues to engineering or product teams when needed.
• Monitor support trends and provide feedback to improve product design and documentation.

Skills

Technical support

Troubleshooting

Remote communication

Documentation

Time management

Independent work

Tools

Remote support tools

Ticketing systems

Office software

Job description

Remote Technical Support Specialist - Installation & Maintenance

Our client is seeking a skilled and resourceful Remote Technical Support Specialist to join their dedicated team supporting installation and maintenance operations. This position is crucial for providing expert remote assistance to clients and on-site technicians, ensuring the correct setup and ongoing functionality of our client's products. You will be a key point of contact for resolving technical queries, troubleshooting complex issues, and guiding users through maintenance procedures, all from a remote work environment. This role offers the flexibility of remote work combined with the challenge of supporting sophisticated technical systems and contributing to customer success.

About the Role

Our client is seeking a skilled and resourceful Remote Technical Support Specialist to join their dedicated team supporting installation and maintenance operations. This position is crucial for providing expert remote assistance to clients and on-site technicians, ensuring the correct setup and ongoing functionality of our client's products. You will be a key point of contact for resolving technical queries, troubleshooting complex issues, and guiding users through maintenance procedures, all from a remote work environment. This role offers the flexibility of remote work combined with the challenge of supporting sophisticated technical systems and contributing to customer success.

Key Responsibilities

• Provide remote technical assistance for installation, configuration, and troubleshooting of equipment.
• Guide clients and field technicians through maintenance procedures and diagnostic steps.
• Analyze technical problems, identify root causes, and provide effective solutions via phone, email, or chat.
• Develop and update technical documentation, FAQs, and knowledge base articles.
• Escalate complex issues to appropriate engineering or product teams when necessary.
• Monitor customer support trends and provide feedback to improve product design and documentation.

Requirements

• Proven experience in a technical support role, preferably within installation and maintenance environments.
• Strong understanding of mechanical, electrical, or software systems relevant to the company's products.
• Excellent troubleshooting and problem-solving skills, with the ability to think critically.
• Exceptional communication and interpersonal skills for effective remote customer interaction.
• Proficiency with remote support tools, ticketing systems, and standard office software.
• Ability to work independently, manage time effectively, and maintain a high level of productivity in a remote setting.

Benefits

• Competitive monthly salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Flexible remote work schedule and supportive work-from-home environment.
• Opportunities for professional development and technical training.
• A collaborative online team culture focused on customer satisfaction and technical excellence.