Siemens Global Support operates out of different locations across globe from which it provides product support to Siemens enterprise customers on a 24x7 basis. Siemens employs primarily software and systems engineers who work in a cutting-edge, technology-based business that provides intelligent systems to manage Smart Grid applications and systems for electric power utilities and other energy providers.
We utilize a number of technologies internally, this person will work closely with R&D and customer on the other hand. He/she will also b working closely with the Support team and management in different timezones.
The systems that the Global Support team supports are critical to the ongoing success of Siemens Solutions, so we are committed to hiring the best and providing them the tools and knowledge to succeed.
Being adept in driving resolution of customer issues and bug fixes, acting as customer advocate while adhering to support service standards and in order to manage Tier 3 support of Product to the internal and external customers.
Perform technical coordination / review with client to ensure risk identification and to support the initiation of risk mitigation by Project Manager and all relevant project stakeholders.
Be on-call on a weekly rotation basis throughout the year to help enable 24x7 global support.
Escalate and log defects for more advanced customer issues to Development or Product Management teams when necessary.
Ensure that SLAs of assigned customer reported issues are met within TAT
Actively participate in team and departmental meetings by providing feedback on current day-to-day activity and recommendations for improvement.
Desired Qualification and Experience
BE in Computer Science or equivalent
3-6 years of experience in a level 2 customer support or delivery service team for a high-tech company
Strong problem solving and software troubleshooting skills
Working knowledge of UNIX environment with good understanding of Shell Scripting
Technical troubleshooting skills of large RDBMS like Oracle with sound knowledge of SQL
Knowledge and troubleshooting experience of core Java, kafka and XML standards to support complex enterprise software
Knowledge of basic networking concepts like WWW, FTP, TELNET, SSH, etc.
Knowledge of web-enabled support tools like SOAP UI
Ability to effectively communicate technical issues, prioritize them and enjoy working with customers
Apache Tomcat Administration skills or Administration of other web applications
Excellent people and communication skills
Impeccable English speaking and writing skills
Excellent interpersonal skills and should be an active listener and learner