Application Support Engineer, Product Support

Hexagon AB; Cape Town; Hybrid; ZAR 300 000 - 400 000; Full time

Job summary

A global leader in enterprise software is seeking a support specialist in Cape Town, South Africa. The role involves responding to client issues, providing solutions, and collaborating with technical teams. Applicants should hold a degree in a relevant field and have 2-3 years of client-facing experience. The position offers a hybrid workplace culture that values diverse teams and promotes a positive customer experience.

Qualifications

• 2 to 3 years’ experience in a client-facing role is essential.
• Excellent client communication and etiquette.
• Ability to handle multiple, competing priorities while maintaining high quality standards.

Responsibilities

• Responding to customer bug reports and ensuring resolution.
• Identifying and redirecting non-support items to the relevant department.
• Keeping up to date with client support contracts and applying them.

Skills

Client communication

Problem-solving

Technical collaboration

Education

Degree in Mathematics, Computer Science, or related field

Tools

SQL

Job description

Job Location (Short): Cape Town, South Africa

Workplace Type: Hybrid

Business Unit: ALI

Responsibilities

In this role you will work through support queue tickets and provide solutions / work arounds for defects reported by clients. You will be working with our technical leadership for the support team to provide quality solutions that are well tested and still delivered in a timely manner in line in with our SLA’s. In some cases, investigation of reported issues would need you to get on a screen share call with the client and investigate issues remotely, so your communication skills are essential for this role (both written and verbal).

This is not a traditional programmer type role, although would suit someone with a strong technical skill set who is comfortable collaborating with customers to solve their problems.

• Responding to customer bug reports or from receipt to resolution (including updating tickets, responding to e-mails etc)
• Identifying and Redirecting non-support items to the relevant department.
• Reporting to and escalating client issues to the Global Support Manager
• Keeping up to date with the details / terms / response times of client support contracts and applying them to ticket resolution
• Reproducing, diagnosing, analyzing and correcting reported defects
• Deploying fixes for (and proposing solutions to) defects that occur in our software on customers sites and elsewhere.
• Interfacing with the end users of the software, and with the partners who are reselling or configuring the software, for training, technical support, feedback etc.
• Working and collaborating closely with members of the global j5 team based in Cape Town and USA

Education / Qualifications

• Degree(s) in Mathematics, Applied Mathematics, Computer Science, Engineering,Information Systems or related field
• 2 to 3 years’ experience in a client facing role is essential
• Excellent client communication and etiquette, with an embedded mindset of delivering a positive customer experience
• The ability to handle multiple, competing priorities while maintaining high quality standards.
• Good team player who is willing to learn and grow
• Knowledge and experience working with one or more programming languages
• Experience with Databases and SQL scripting is an added advantage

About Hexagon

Hexagon is the global leader in enterprise software, empowering organizations to build a safer, more sustainable and efficient future. We transform complex data into actionable insights that drive smarter decisions, modernize operations and accelerate digital maturity across industries that matter most — public safety, defense, transportation, government, industrial facilities and physical security.
Hexagon (Nasdaq Stockholm: HEXA B) has approximately 24,800 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com.

Why work for Hexagon?

At Hexagon, if you can see it, you can do it. Hexagon puts their trust in you so that you can bring your ideas to life. We have emerged as one of the most engaged and enabled workplaces*. We are committed to creating an environment that is truly supportive by providing the resources you need to fully support your ambitions, no matter who you are or where you are in the world.
* In the recently concluded workplace effectiveness survey by Korn Ferry, a global HR advisory firm, Hexagon, has emerged as one of the most Engaged and Enabled workplaces, when compared to similar organizations that Korn Ferry partners with.

Everyone is welcome

At Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.
Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.