Technical Support Engineer

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

Company: Siemens Industry, Inc.

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. Shepard 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 elevate 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.