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Polarion Support Engineer
As an
Application support Engineer in PLM Support, you would be responsible for
assisting customers in the use of Siemens PLM software products. Your primary mission is to troubleshoot and
verify defects in our software as well as identify and clarify additional
documentation needs.
In the course of
investigating technical issues, you will work with other support engineers and
the Polarion Development team to escalate key customer issues.
Your primary
focus in this position would be the Polarion ALM product.
Specific responsibilities are:
- Under
minimal direction, analyze the customer’s question or problem, and provide a
solution or a workaround that meets the customer’s needs, when possible, in a
timely manner. - Identify
critical issues and take responsibility for successful resolution of the issue
by writing detailed problem reports (PRs) and enhancement requests (ERs). - Develop
technical articles for publications, newsletters, and online customer self-help
tools - Duplicate
reported customer problems, and provide explicit examples to Development to enable
them to reproduce any software issues that need to be fixed - Provide
technical training on the products that you support to other members of the PLMS
team, while expanding the scope of your product knowledge to include additional
functional areas, applications, focal points or modules while maintaining
expertise in your primary product area.
Prerequisites and essential functions:
- Minimum 4-year undergraduate degree in a
computer-related field of study, or equivalent education and experience. - Understanding
of Agile and Waterfall software development methodologies. - Excellent
written and verbal communication skills. - Excellent
prioritization, multi-tasking and problem-solving skills. - Ability
to comprehend complex software concepts and be familiar with MS Office. - Excellent
interpersonal communication and customer care skills. - Ability
to assess customer’s IT knowledge levels. - Logical
thinker with excellent analytical skills. Ability to leverage your analyses to
find nontraditional, creative, or “outside the box” solutions to resolve
customer issues. - Accurate
writing and record-keeping. - Experienced
in direct communication with customers. - Fluent
spoken/written English. An additional language is a plus. - Able
to work 40 hours per week, and sometimes be on call for an emergency over a
weekend.
Major “pluses”
·
Experience
with web technologies – HTML, Java, JavaScript.
·
Working
knowledge of Java, Subversion, Apache, PostgreSQL, LDAP.
·
Experience
in tech support, Development or Quality Assurance.
·
Experience
with server administration, especially operating system configuration (Windows
Server, Linux).
Organization: Digital Industries
Company: Siemens Industry Software, s.r.o.
Experience Level: Experienced Professional
Job Type: Full-time