Hybrid Cloud Support Engineer - Customer Advocate

Siemens; Houston (TX); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Siemens Industry, Inc. is seeking a Technical Support Engineer to be the first point of contact for customers, helping resolve product and cloud-related issues. You will assess severity, determine action plans, and coordinate with SMEs to ensure timely resolutions with adherence to SLAs.

The role requires working with distributed teams, programming in Java or Python, and applying DevOps concepts. Hybrid work is permitted; the Houston, TX office is the base with one day per week on-site.

Qualifications

• Bachelor’s degree in Computer Science, Electrical Engineering, Electronics Engineering, or related field and five years of relevant experience.
• Three years of experience with supporting and implementing cloud solutions; and working with geographically distributed teams.
• Two years of experience with programming languages such as Java or Python; and experience in a customer-facing technical support role.
• One year of experience in DevOps processes and cloud solutions.

Responsibilities

• Serve as the first point of contact for customers, assess severity and urgency of queries, and determine action plans.
• Resolve fundamental software issues with Siemens’ cloud offering; escalate to SMEs as needed.
• Maintain SLAs by prioritizing, researching, diagnosing, and resolving product issues; coordinate with cross-functional teams.
• Enhance FAQ library with knowledge articles for quick responses and self-service.
• Work in a hybrid model and report to the Houston, TX office one day per week.

Skills

Cloud solutions

Distributed teams

Java

Python

Customer-facing support

DevOps concepts

Analytics & dashboards

Education

Bachelor’s degree in Computer Science, Electrical Engineering, Electronics Engineering, or related field

Tools

Freshdesk

PSS/E

ODMS

MOD

Job description

Siemens Industry, Inc. is seeking a Technical Support Engineer to be the first point of contact for customers, helping resolve product and cloud-related issues. You will assess severity, determine action plans, and coordinate with SMEs to ensure timely resolutions with adherence to SLAs.

The role requires working with distributed teams, programming in Java or Python, and applying DevOps concepts. Hybrid work is permitted; the Houston, TX office is the base with one day per week on-site.