Job Description Summary

Job Description

Roles and Responsibilities

• Investigate and resolve issues related to various areas of our software solutions including configuration user interface network and communication connectivity performance cloud and onpremise interoperability data management visualization analytics machine monitoring hardware infrastructure and integration with enterprise systems.
• Develop a foundational understanding of your professional discipline which may encompass specialized support roles or technical expertise across a broad spectrum.
• Apply general business knowledge acquired through education or prior experience recognizing how your teams efforts contribute to the organizations objectives.
• Uses some level of judgment and has the ability to propose different solutions outside of set parameters but with guidance. Uses prior experience and onthejob training to solve straightforward tasks. Has access to technical skills and analytic thinking required to solve problems. May use multiple internal sources outside of own team to arrive at decisions.
• Manage and track incidents using ServiceNow ensuring issues are prioritized and resolved within defined service level agreements (SLAs).
• Work closely with Engineering Product Support GEV Partners and Business Development teams to manage the incident lifecycle.
• Develop and maintain comprehensive documentation including user guides technical notes and FAQs to assist customers in troubleshooting common issues independently. Participate actively in Show and Tell sessions.
• Provide guidance and mentorship to less experienced support engineers enhancing their troubleshooting skills and overall performance.
• Act as the primary liaison for critical incidents ensuring clear and timely communication with customers during service disruptions.

Required Qualifications

• For roles outside of the USA This role requires advanced experience in the Services & Digital Customer Support Engineering. Knowledge level is comparable to a Bachelors degree from an accredited university preferably in science technology engineering and mathematics (STEM).
• Minimum of 5 years of experience in customer support roles.

Desired Characteristics

• Strong oral and written communication skills. Demonstrated ability to analyze and resolve problems. Ability to document plan market and execute programs. Established project management skills.
• Familiarity with administration processes in a variety of operating systems such as Linux/Unix Microsoft Windows Server.
• Ability to manage multiple customer support activities simultaneously.
• Experience supporting applications written on programming languages such as Magik Java C or Python.
• Good understanding of cloud platforms such as AWS and Azure.
• Knowledge of containerization and container management including tools and methods for operating containers.
• Knowledge of RDBMS like Oracle PostgreSQL or SQL Server.
• Basic understanding of networking concepts including protocols load balancing and security.
• Exceptional troubleshooting and problemsolving skills focusing on root cause analysis and sustainable solutions.
• Experience with ServiceNow Jira Confluence Git Azure DevOps
• Nice to have: Programming skills in (Magik Java / C or Python)
• Nice to have: Prior experience with K8s Docker Helm Rancher.

Certifications: Relevant certifications such as RHCE CCNA ITIL are preferred.

The Benefits We Are Offering

• Strong induction process;
• An open communication culture in a friendly environment and with supportive teammates;
• Flexible working hours and a welldefinedhybrid work plan;
• Increased number of vacation days according to your workexperience;
• Additional days off 8th of March 3rd Easter day);
• Annual performancebased salary review;
• Impact awards for outstanding performance;
• Private Medical Insurance for you also available for family members;
• Gift vouchers for Christmas and Easter holiday;
• Vacation bonus with an annual payout;
• Benefits for children (special occasions gifts vouchers and events);
• Daily meal vouchers;
• Fully customized development and training programs all throughout the year;
• Strong focus and real opportunities for Career Development;
• Referral Program Benefits;
• LinkedIn Learning subscription and full access to GEs learning knowledgebase;
• Bookster subscription;
• Corporate discount to fitness services;
• Wellbeing program with multiple events focused on a healthy lifestyle free apps to support your healthy habits and free employee assistance program provided by specialized counselors.

Additional Information