.Siemens Digital Industries Software is a leading provider of solutions for the design, simulation, and manufacture of products across many different industries. Formula 1 cars, skyscrapers, ships, space exploration vehicles, and many of the objects we see in our daily lives are being conceived and manufactured using our Product Lifecycle Management (PLM) software. Key Responsibilities Interface with customers (end users, engineers, managers) to provide a solution or workaround to the problems reported regarding the use of our ALM solutions (Polarion and/or Polarion X) in a timely manner thus accelerating their time-to-value. Assist in the communication flow between the global support team and the core team (developers, QA, R&D, PMs) in EU bridging the gap and allowing for quicker resolution to customer issues. If required, assist other support agents with complex problems like integration with multiple software products, hardware platforms, custom configurations, etc. Provide business and technical feedback to software and hardware vendors. Develop detailed and/or in-depth technical articles about troubleshooting, best practices, etc. Provide guidance for junior engineers. Sometimes be on call for an emergency shift work over a weekend. Ability to work independently, with a desire to go above and beyond if the opportunity arises. Qualifications Soft Skills: Excellent interpersonal communication and customer care skills. Logical thinker with good analytical and problem-solving skills, able to find untraditional solutions to resolve customer issues. Accurate writing, excellent verbal communication, and record-keeping in fluent English. Experienced with direct communication with customers. Team player and willing to flex work schedule if needed to cover early or late shifts. Technical Skills: Ability to self-train, research, read documentation, and reproduce technical problems by following documentation and/or customer's use cases. Understanding of Agile and Waterfall development methodologies. Some knowledge, understanding, and experience with: HTML, XML, JavaScript, SQL, Subversion, Git, PostgreSQL. Good understanding of Java, error messaging, stack traces, heap dump, and thread dump analysis. Good knowledge of Apache and various authentication methods (SSO, Azure, LDAP, etc.). Experience with server administration, operating systems (Windows Server, Linux) configuration. Experience in technical writing. 2+ years' experience in technical customer support, understanding triage and SLAs. We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. Why us? Working at Siemens Software means flexibility - Choosing between working at home and the office at other times is the norm here
