Senior Application Support Engineer (m/f/d)

Siemens - Erlangen - 21-07-2020 zur Vakanz  

During the current global health crisis, the priority for Siemens Digital Industries Software is the health and wellbeing of our entire community including current and future employees, which may add time to our hiring processes. We appreciate your patience and invite you to visit our 

 to learn more about how Siemens is responding to the pandemic.

Location:

Erlangen, Nuremberg or any other location inside Germany

Organization:

Siemens Industry Software GmbH

Department:

Cloud Technical Support

Type:

Full time / permanent
As
“Senior Application Support Engineer (m/f/d)”

you will work within the Cloud Technical Support team to assist Siemens Digital Industries Software customers using our cloud product solutions:
 and
.

You’ll drive digital innovation by:

Taking ownership of submitted product issues – work with active MindSphere and Mendix customers to resolve their data collection, data analytics, and application deployment/development issues

Serving as a Team Lead for regional Support Engineers – you will assist in their training, daily activities and customer critical issues
Investigating reported problems, replicating customer issues, and determining how to troubleshoot issues to best identify the root cause on our platform infrastructure or within our software

Clearly communicating software problems or enhancements to Product Management, R&D, Customer Success, or Sales and managing multi-functional coordination with those teams. You will advocate for quick resolution and root cause analysis to improve the customer experience

Proactively contacting customers to inform them of trends and best practices to help them avoid issues that have already been resolved – primarily through documenting FAQs and related material

Working with minimal supervision on complex issues with ability to make independent judgment and discretion. You will coordinate within a large organization, navigating product and project leads to determine how we should communicate customer issues

Effectively managing time and prioritizing daily tasks based on issue severity and level of customer impact. Working with the Product teams to get enabled on new features before they are deployed to our existing customers – with a focus on how we will support that new functionality. Additionally, you will address problems and bugs as reported from other developers and/or customers

You’re the innovator we need if you have:

Experience in a customer facing technical support or technical consultancy role with team lead or regional management background
Demonstrated success in creative problem solving, finding viable alternative solutions to keep the customer’s projects on track
Ability to manage and prioritize daily tasks based on business impact, maintaining focus on service level agreements
Demonstrated leadership with team members both inside and outside the organization to collaborate and work together to achieve team and product success

An inquisitive mind, willingness to learn, and ability to fail fast to keep progress moving forward
Relevant proficiency in cloud industry, including IoT data collection, data storage, analytics, and application development, with AWS or Azure cloud platforms preferred. 

Experience with one or more of the following: programming languages, application development, integration methodologies, communications and IT networking, relational databases, data visualization, data analytics

Excellent verbal and written communication skills in English – to ensure customer issues and resolutions are understood, translated and documented accurately 

What more do I need to know?

PLM is unique from other enterprise software solutions because it drives top-line revenue from repeatable processes. By providing the application depth and breadth needed to digitally author, validate and manage the detailed product and process data, PLM supports continuous innovation.

GENDER BALANCE 

At Siemens Digital Industries Software we place a strong emphasis on ensuring that both women and men are equally recognized for their accomplishments and able to develop professionally – including during periods of higher demands in their personal lives. To this end, we have implemented various measures over the last few years to ensure compatibility between family and career. 

This includes providing competitive salaries, a team-oriented working environment with a flat organizational structure, exciting and challenging projects for renowned clients and interesting career prospects. In addition, we offer a multitude of developmental opportunities and the possibility of taking advantage of our Employee Stock Ownership Plan.

How do I apply? 

We look forward to your application. Please submit your application documents via the button "Apply".
Your contact person is Marc Lerch, if you wish to discuss any initial questions with our recruitment team.
Siemens Digital Industries Software support the Program 
initiated by the Bundesministerium für Arbeit und Soziales. We emphasize equal opportunities and welcome applications from people with disabilities.
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