Customer Support Engineer

About the Role

Siemens Digital Industries Software is a leading provider of solutions for the design, simulation, and manufacture of products across many different industries. We are investing in our momentum by growing our Support team with young professionals that are willing and able to learn on the job.

Key Responsibilities

• Be part of the Mendix Global Customer Support Team (1st and 2nd line).
• Be trained to become a certified Mendix developer and gain training in Mendix Cloud architecture, deployment, and integration possibilities.
• Engage with global customers and international partners to solve challenges and assist with issues, changes, and questions.
• Work with R&D to improve the customer experience of our platform.
• Take ownership of submitted platform and product issues.
• Work with active customers to resolve platform and application development/deployment issues.
• Investigate mid-complexity reported issues, reproduce, troubleshoot, and determine the most efficient way to identify the root cause within our platform infrastructure and software.
• Manage cross-functional coordination with relevant teams.
• Work with minimal supervision on mid-complexity issues requiring independent decision-making.
• Coordinate within a large organization to navigate product and project leads.
• Effectively manage time and prioritize daily tasks based on the severity of the problem and business impact.
• Maintain focus on service level agreements and follow through on escalated items.
• Work with your product team to enable new features before deploying to existing customers, focusing on support for new features.

Requirements & Tech Stack

• Mendix application development platform
• Mendix Cloud architecture, deployment, and integration
• Cloud industry related abilities (e.g., data storage, analytics, application development)
• Cloud concepts understanding
• Ability to read and analyze logs/graphs and other cloud metrics
• Experience with logging and monitoring tools
• Networking commands
• Programming languages
• Basic application development
• Integration methodologies
• Communications and IT networking
• Relational databases
• Public Cloud technologies (e.g., AWS, Azure)
• ITIL knowledge
• Incident Management
• Problem Management
• Service requests
• Experience with ticketing tools
• Troubleshooting customer and technical issues

Qualifications

• Bachelor’s or Master’s degree in information systems, engineering, computer science, or equivalent.
• 2 to 4 years of experience as technical support or technical consultant for customers.
• Excellent communication skills, both written and verbal English.
• Well-organized, flexible, and able to manage and prioritize daily tasks based on business impact.
• A curious and inquisitive mind, willingness to learn, and ability to fail fast.
• Self-directed and able to use online training and documentation.
• Passion for technology and strong problem-solving and analytical skills.
• A developed approach to troubleshooting customer and technical issues.
• Love to engage with customers to solve challenges.