Technical Support Engineer - Houston, TX

VetJobs; Houston (TX); Hybrid; USD 75,000 - 110,000; Full time

Job summary

Siemens Industry, Inc. in Houston seeks a Technical Support Engineer to be the first line of contact for customers, diagnosing and guiding resolution of complex cloud-based product issues.

You will work with cross-functional teams, maintain SLAs, contribute to knowledge bases, and support hybrid work arrangements with one in-office day per week in Houston.

Qualifications

• Bachelor's degree in CS/EE or related field
• 5 years of experience in related roles
• Experience with cloud solutions and distributed teams
• Programming in Java or Python; customer-facing support
• Experience with PSS/E, ODMS, MOD and with Freshdesk

Responsibilities

• Be the first point of contact for customers; assess and resolve product issues within SLAs
• Coordinate with internal teams and escalate to appropriate resources
• Contribute to knowledge base and self-service resources
• Support hybrid work model with in-office Houston, TX presence 1 day/week

Skills

Cloud solutions

Java

Python

Customer support

DevOps

Cross-functional teams

Education

Bachelor's degree in CS/EE

Tools

Freshdesk

PSS/E

ODMS

MOD

Job description

Job Description

ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience.

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 escalates 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.

Minimum Education Required

Bachelors

Additional Qualifications/Responsibilities

• 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.