Technical Support Engineer

Siemens Mobility; Georgia; Hybrid; USD 95,000 - 125,000; Full time

Job summary

Siemens Mobility is seeking a Technical Support Engineer in Houston, TX to be the first point of contact for customers, assess issues, and coordinate resolutions with cloud solutions.

The role requires a BS in CS or related field and 5 years of relevant experience, with cloud, DevOps, and programming in Java or Python; hybrid work and after-hours support included.

Qualifications

• Bachelor’s degree in Computer Science, Electrical Engineering, Electronics Engineering, or related field and 5+ years in related roles.
• 3+ years of experience with cloud solutions; distributed teams experience.
• 2+ years programming/scripting in Java or Python; customer-facing support experience.
• 1+ year in DevOps-related support processes and cloud solutions.
• Experience with PSS E/Network Model Management, ODMS, or MOD; ability to generate analytical reports and dashboards for KPIs.

Responsibilities

• Be first point of contact for customers, assess severity and action plan.
• Coordinate with SMEs and internal teams to resolve software issues.
• Prioritize, diagnose, and resolve issues within SLAs.
• Enhance FAQs and knowledge base for faster self-service.
• Support after-hours critical issues as required.

Skills

Cloud solutions

Java

Python

Customer-facing support

DevOps

Education

Bachelor's degree in Computer Science or related field

Tools

PSS E

ODMS

MOD

Freshdesk

Job description

Location: 1401 Enclave Parkway, Suite 475, Houston, TX 77077

Position Title: Technical Support Engineer

Hours: Monday – Friday, 8:00 am to 5:00 pm, 40 Hours/Week

Summary of Duties: Be first point of contact for customers, by assisting with their product queries. Assess the severity and urgency of the queries, determine the action plan, and initiate the resolution. Work with customers to resolve fundamental software issues with Siemens’ cloud offering. Shepherd the resolution through subject matter experts, application owners, trainers, or other technical resources as needed. Prioritize, research, diagnose, troubleshoot, and resolve product issues within the defined service level agreements (SLAs). Coordinate and communicate with different teams and follow standard procedures to simulate unresolved issues to appropriate internal departments. Act as customer advocate at Siemens and liaise with R&D/Product Management to ensure that customers receive the appropriate level of service in a timely manner. Enhance the FAQ library to add knowledge articles to aid quick responses and self-service. Responsible for after-hours critical support. Prioritize, research, diagnose, troubleshoot, and resolve the customer submitted product issues within the defined SLAs. Hybrid work permitted. Must report into the Houston, TX office 1 day/wk.

Qualifications: The position requires a Bachelor’s degree in Computer Science, Electrical, Engineering, Electronics Engineering, or a related field and five (5) years of experience in the job offered, or as a Power Systems Engineer, Quality Assurance Engineer, DevOps Engineer, Software Developer, or a related occupation. The position requires the following skills: Three (3) years of experience with supporting and implementing cloud solutions; and Working with geographically distributed teams. Two (2) years of experience with programming and scripting languages, such as Java or Python; and Experience in a customer-facing technical support role. One (1) year of experience in support processes for DevOps operations and cloud solutions. The position requires experience with the following: PSS®E or Network Model Management, ODMS, or MOD; Customer support platforms, such as Freshdesk; and Setting up analytical reports and dashboards for customer service KPIs. Hybrid work permitted. Must report into the Houston, TX office 1 day/wk.

Equal Employment Opportunity Statement
Siemens is an Equal Opportunity Employer encouraging inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

EEO is the Law
Applicants and employees are protected from discrimination on the basis of race, color, religion, sex, national origin, or any characteristic protected by Federal or other applicable law.

Reasonable Accommodations
If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form by clicking on this linkAccommodationfor disability form . If you’re unable to complete the form, you can reach out to our AskHR team for support at 1-866-743-6367. Please note our AskHR representatives do not have visibility of application or interview status.

Application Deadline
This role will be posted for a minimum of five (5) days from the original posting date. The posting timeline may change based on applicant volume to ensure we attract and consider a strong and representative candidate pool.

California Privacy Notice
California residents have the right to receive additional notices about their personal information. To learn more, clickhere .

Equal Employment Opportunity Statement
Siemens is an Equal Opportunity Employer encouraging inclusion in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability unrelated to ability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, order of protection status, protected veteran or military status, or an unfavorable discharge from military service, and other categories protected by federal, state or local law.

EEO is the Law
Applicants and employees are protected from discrimination on the basis of race, color, religion, sex, national origin, or any characteristic protected by Federal or other applicable law.

Reasonable Accommodations
If you require a reasonable accommodation in completing a job application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please fill out the accommodations form by clicking on this linkAccommodationfor disability form . If you’re unable to complete the form, you can reach out to our AskHR team for support at 1-866-743-6367. Please note our AskHR representatives do not have visibility of application or interview status.

Pay Transparency
Siemens follows Pay Transparency laws.

Application Deadline
This role will be posted for a minimum of five (5) days from the original posting date. The posting timeline may change based on applicant volume to ensure we attract and consider a strong and representative candidate pool.

California Privacy Notice
California residents have the right to receive additional notices about their personal information. To learn more, clickhere .

Criminal History
Qualified applications with arrest or conviction records will be considered for employment in accordance with applicable local and state laws.