Technical Support Engineer

Siemens Mobility; Houston (TX); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Siemens Mobility in Houston seeks a Technical Support Engineer to act as the frontline for customer queries, assess issues, and coordinate swift resolutions across cloud software offerings. You will work with product teams to ensure timely responses and maintain high customer satisfaction while supporting after-hours escalations.

The role requires a CS/EE-related degree and 5+ years in related roles, with cloud, DevOps, and programming experience.

Qualifications

• Bachelor's degree in CS/EE/related field required.
• 5+ years in related roles or power systems/DevOps/software.
• 3 years supporting and implementing cloud solutions; distributed teams experience.
• 2 years programming in Java or Python; customer-facing support experience.
• 1 year in DevOps or cloud solution support processes.

Responsibilities

• Be the first point of contact for customers and assess severity.
• Determine action plans and initiate resolution with SMEs and owners.
• Resolve cloud-related software issues and ensure SLAs are met.
• Coordinate with internal teams and escalate when needed.
• Contribute to FAQ library and self-service knowledge base.
• Provide after-hours critical support and report to Houston office weekly.

Skills

Customer-facing communication

Cloud solutions experience

Team collaboration

DevOps processes experience

SLA management

Education

Bachelor's degree in Computer Science / Electrical Engineering / Electronics Engineering / related field

Tools

Freshdesk

PSS0E/Network Model Management

ODMS

MOD

Java

Python

Job description

• Houston - Texas - United States of America

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.

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.

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Pay Transparency
Siemens follows Pay Transparency laws.

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