Customer Support Engineer – Teamcenter (Remote/Hybrid)

Siemens Digital Industries Software; United States; On-site; MXN 420,000 - 700,000; Full time

Job summary

Siemens Digital Industries Software in Mexico City is seeking an Advanced Application Support Engineer to join the Global Teamcenter Application Support organization. You will learn onboarding, receive product training, and work with experienced engineers while building expertise in Teamcenter PLM and related technologies.

The role involves troubleshooting enterprise applications across Linux and Windows, collaborating with Product Development, Cloud/IT, and global colleagues, and progressively

Qualifications

• Bachelor’s degree in CS/IT or equivalent experience.
• 3-5 years in technical or application support.
• Experience troubleshooting enterprise software.
• Strong analytical/problem-solving skills.
• Linux and Windows administration skills.
• Networking fundamentals (TCP/IP, DNS, HTTP).
• English proficiency required.
• Ability to manage multiple issues by priority.
• Willingness to learn new technologies and escalate when needed.

Responsibilities

• Provide technical support for Siemens Teamcenter and related technologies.
• Investigate issues across Linux and Windows environments, including configuration and performance.
• Analyze logs, diagnostic data, and error messages to identify causes and plan next steps.
• Reproduce customer-reported issues in internal environments and develop test scenarios.
• Manage customer cases and communicate progress through resolution.
• Collaborate with senior engineers, SME’s, Cloud Ops, and other specialists.
• Document troubleshooting steps and contribute to knowledge base.

Skills

Linux & Windows

Networking

Troubleshooting

English

Customer support

Education

Bachelor's degree in Computer Science or related

Tools

Jira

Teamcenter

PostgreSQL

AWS

Job description

We are a leading global software company dedicated to the world of computer aided design, 3D modeling and simulation— helping innovative global manufacturers design better products, faster! With the resources of a large company, and the energy of a software start-up, we have fun together while creating a world class software portfolio. Our culture encourages creativity, welcomes fresh thinking, and focuses on growth, so our people, our business, and our customers can achieve their full potential.

Position Overview

We are seeking an Advanced Application Support Engineer to join our Global Teamcenter Application Support organization. This role is ideal for someone who already has a solid foundation in technical or application support and is ready to take the next step in their career. You will receive onboarding, product training, and continuous support from experienced engineers while developing deeper expertise in Siemens Teamcenter PLM Product and its supporting technologies. As an Advanced Support Engineer, we are looking for someone who can learn quickly, take initiative, and progress toward working independently faster than an entry-level engineer. You will troubleshoot enterprise applications, infrastructure, configuration, integration, and performance‑related issues across Linux and Windows environments. You will work directly with customers while collaborating with experienced Support Engineers, Product Development, Cloud/IT teams, and other specialists across our Global organization. Over time, you will be expected to independently manage increasingly complex customer cases, recognize when additional expertise is needed, and actively drive investigations toward resolution.

Key Responsibilities

• Provide technical support for Siemens Teamcenter and its supporting technologies.
• Investigate application, configuration, integration, infrastructure, and performance‑related customer issues.
• Analyze application logs, configuration files, diagnostic data, error messages, thread dumps, and other technical information to identify possible causes and next troubleshooting steps.
• Troubleshoot issues across Linux and Windows environments, including application services, file systems, permissions, processes, connectivity, and resource utilization.
• Reproduce customer‑reported issues in internal environments and develop clear test scenarios.
• Manage assigned customer cases and maintain ownership of investigation and communication through resolution.
• Prioritize multiple cases based on severity, customer impact, and business urgency. (Knowledge of SLA’s)
• Participate in technical escalations and collaborate with senior Support Engineers, SME’s, Cloud Operations, IT, and other specialists when deeper expertise is required.
• Recognize when an issue may originate outside the application layer and collect the appropriate technical evidence before engaging other teams.
• Communicate investigation progress, technical findings, solutions, and next steps clearly to customers and internal stakeholders.
• Document troubleshooting steps, root‑cause findings, solutions, and workarounds.
• Contribute to Knowledge Base articles and other reusable technical documentation.
• Identify recurring issues and opportunities to improve troubleshooting processes, documentation, and customer experience.
• Continuously develop technical knowledge of Teamcenter and its underlying technology stack.

Required Qualifications & Skills

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related technical field, or equivalent professional experience.
• 3-5 years of hands‑on experience in technical support, application support, systems engineering, or a similar technical role.
• Experience troubleshooting enterprise or server‑based software applications.
• Strong analytical and troubleshooting skills with a structured approach to technical problem solving.
• Working knowledge of Linux and Windows operating systems, including command‑line tools, services, processes, permissions, and file systems.
• Understanding fundamental networking concepts, including TCP/IP, DNS, HTTP/HTTPS, proxies, firewalls, ports, certificates, and client/server communication.
• Experience reviewing and analyzing application or system logs.
• Ability to manage multiple technical issues and organize work according to priority and customer impact.
• Ability and willingness to learn new technologies quickly and apply new knowledge to customer problems.
• Initiative and the ability to work increasingly independently following the initial training and onboarding period. Good judgment in recognizing when additional technical expertise or escalation is required.
• Strong written and verbal communication skills.
• Professional proficiency in English is required, as English is the primary working language across our global Support and Engineering organization.
• Ability to explain technical findings clearly to both technical and non‑technical audiences.
• Ability to collaborate effectively within a geographically distributed global team.

Preferred Qualifications

Experience with one or more of the following is highly desirable:

• Java or Java‑based enterprise applications, particularly application troubleshooting.
• Apache HTTP Server and web application architectures.
• Subversion (SVN) administration or troubleshooting.
• Relational databases, particularly PostgreSQL.
• AWS or other cloud infrastructure and services.
• Enterprise authentication technologies such as SAML, OAuth/OIDC, LDAP, Active Directory, or SSO.
• REST APIs and integration troubleshooting.
• SQL and basic database troubleshooting.
• JVM configuration, heap/thread dump analysis, or Java application performance troubleshooting.
• Load balancers, reverse proxies, SSL/TLS certificates, and enterprise network architectures
• Familiarity with enterprise engineering tools such as Jira, IBM DOORS, Simulink, Azure DevOps, or Teamcenter.
• Previous experience with Teamcenter is a significant advantage but is not required. Experience supporting other complex Java‑based enterprise applications is highly relevant.

Training and Development

We recognize that Teamcenter is a complex enterprise platform with a broad technology stack. New team members receive an onboarding and training period that includes product training, technical knowledge transfer, shadowing experienced engineers, and exposure to real customer cases. During onboarding, you will have access to experienced team members who can provide guidance and help you build product knowledge. Because this is an Advanced-level position, we expect you to build on your existing technical support experience, pick up new concepts quickly, become comfortable making technical decisions, and progress toward independently handling your workload and customer cases. Strong problem‑solving skills are essential, including the ability to investigate complex issues, ask the right questions, research unfamiliar technologies, collaborate effectively with technical experts, and determine appropriate next steps toward resolution. The position is based around Pacific (and/or Asia Pacific) Time Zone business hours, with some flexibility in the daily schedule. As part of a global organization, there may occasionally be opportunities to adjust your schedule slightly to collaborate with colleagues or attend meetings across different time zones.

What Success Looks Like As you complete onboarding and develop your Teamcenter knowledge, you will become increasingly comfortable managing customer cases independently. You will be able to assess an issue, collect the appropriate technical information, perform an initial investigation, and determine reasonable next troubleshooting steps. For more complex issues, you will know when and how to collaborate with experienced engineers, Engineering, or other technical teams. You will have daily support, collaboration, and technical resources from your immediate team, as well as access to our global Support organization and subject matter experts across different regions and time zones. Our collaborative environment provides opportunities to learn from experienced colleagues, exchange knowledge, and work together on complex technical challenges.

Successful engineers in this role are curious, proactive, organized, accountable, and comfortable learning continuously. They take responsibility for moving their cases forward while recognizing that complex problems are often solved through teamwork.

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.

A collection of over 377,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit, and business need. Bring your curiosity and creativity and help us shape tomorrow!

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