Application Support Engineer Polarion - Mexico City - SISW-PLM

Job Description

Position Overview

Application Support Engineer of Polarion product is a member of a global team providing daily technical support to Polarion customers. This job includes Day-to-day communication with customers and internal departments (Development, R&D, Professional Services, Sales, etc.) via email and/or phone to answer questions, collect information and resolve issues reported by the customers.

Responsibilities

  • Polarion supports both in-house configuration and configurations on PLM owned cloud systems.  We need especially to quickly resolve problems with the cloud instances as we are responsible for the configuration of these instances.
  • The Polarion support team member supports Gold level customers and monitors their issues, meets frequently (often weekly) to review status, and interfaces with development to help resolve problems quickly.
  • The Application Support Engineer is responsible for developing detailed and precise technical articles for publications, newsletters, and online customer self-help tools.
  • Person will proactively need to create technical articles containing information about best-practices, troubleshooting and usage optimization.

Required Knowledge/Skills, Education, and Experience

  • Good Communication Skills
  • Fluent English Speaking is required
  • Excellent interpersonal communication and customer care skills
  • Logical thinker with good analytical and problem-solving skills, be able to find non-traditional solutions to resolve customer issues
  • Accurate writing and records keeping
  • Understanding of Agile and Waterfall development methodologies
  • Experience with web technologies, HTML, Java
  • Good knowledge of Subversion, Apache, LDAP/AD
  • Have at least 1 year of practical experience in tech support, QA or development
  • Experiences with direct communication with customers
  • Experience of server administration, and operating systems (Windows, Linux) configuration
Preferred Knowledge/Skills, Education, and Experience
  • Experience with ALM, PLM, IBM Doors, Jira or GIT
  • Fluent or Good Portuguese (Brazil) Speaking is very important but not required

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Organization: Digital Industries

Company: Siemens Industry Software, S.A. de C.V.

Experience Level: Mid-level Professional

Job Type: Full-time

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