Global Support Engineer I
Core
Provide 24x7 emergency global support and serve as the first point of contact for level-3 escalations from regional support teams.
Role type
Senior IC support engineer (mining equipment & systems)
Builds
Mobile mining equipment, servers, office computers, and customer systems
Domain
Mining industry + IT infrastructure
Required skills
Root cause analysis, troubleshooting, system administration, network configuration, scripting, documentation, customer service, SLA management
Preferred skills
DevOps strategies, container orchestration, system performance monitoring, security management, CI/CD pipelines
Technologies
Windows, Linux, Kubernetes, Docker, Azure, SQL, Kafka, Postgres, Grafana, Prometheus, Azure DevOps, Power BI, SSRS, Bash, PowerShell, Python, Java, Kotlin
Responsibilities
Validate, reproduce, troubleshoot, and resolve product issues in laboratory and production environments; Diagnose root causes and develop workarounds for product issues; Assist with deployments, configuration, validation, restoration, and updates on mobile mining equipment, servers, and customer systems; Assist with testing, release activities, and documentation reviews for new product releases; Provide technical support and customer service through support tickets; Conduct root-cause analysis and contribute to knowledge bases; Provide internal training on system installation, usage, and maintenance; Collaborate across business units and maintain compliance with safety requirements.
