Tech Support Engineer
Core
Entry-level Technical Support Engineer providing triage, troubleshooting, testing, and resolution for complex application issues, custom code, and integrations for industrial software products.
Role type
Entry-level Technical Support Engineer
Builds
Mitigates product issues via workarounds and hotfixes; implements fixes for custom-developed code
Domain
Industrial software (energy, infrastructure, chemicals, minerals)
Deliverable
client delivery
Required skills
Triage, troubleshooting, issue replication, SQL development (SQL, PL/SQL, T-SQL), Microsoft SQL Server tools, VB.NET/C# development, Microsoft Windows/Server OS knowledge, source code version control (Mercurial)
Preferred skills
Enterprise SCADA (OASyS) product knowledge, distributed solution architecture understanding
Responsibilities
Perform triage, troubleshooting, testing, analysis, and diagnosis of product-related issues; Deploy workarounds and hotfixes to mitigate product-related issues; Implement fixes, enhancements, and workarounds for issues related to custom-developed code; Gather and document requirements for custom code changes and perform feasibility assessments; Ensure system and technical documentation remains accurate, complete, and up to date; Collaborate with Support team members to promote best practices in troubleshooting, solution maintenance, and knowledge sharing; Partner with R&D and Project delivery Services teams to resolve complex customer issues
Seniority
Entry-level, hands-on IC