Software Support Engineer

Are you passionate about working with cutting-edge, proven technology in complex mining environments?

Do you aspire to provide top-notch technical support to a diverse group of mining companies?

Hexagon, a global leader in sensor, software, and autonomous solutions, boasts over 24,000 employees across 50 countries and net sales of approximately 4.3 billion USD. Our Mining division is at the forefront of enabling an autonomous future by delivering a connected ecosystem for mines worldwide. By integrating survey, geology, mine planning & design, fleet management, production optimization, collision avoidance, and operator safety, we provide a comprehensive life-of-mine solution that unifies people and processes. Our customers achieve greater safety and productivity through data-driven decisions, which in turn generate sustainable value from their mining operations.

We are currently seeking a skilled Software Support Engineer to join our Indonesian team on a full-time, permanent basis in our Balikpapan office. The Software Support Engineer will play a crucial role in managing our diverse technology portfolio by providing 24x7 support through a regular roster of day, afternoon, and night shift rotations.

Specific duties include:

• Provide application maintenance and support services for Hexagon Mining technology systems at customer mine sites, catering either directly to system users or to service delivery functions.
• Offer support that includes issue investigation and resolution, as well as system performance monitoring.
• Restore critical service outages in a timely manner, adhering to Hexagon's support Service Level Agreements (SLAs).
• Resolve issues by providing advice or training to users, devising permanent or temporary fault corrections, making general or site-specific modifications, updating documentation, manipulating data, or defining enhancements.
• Collaborate closely with the system's developers and/or colleagues specializing in different areas, such as database administration or network support, to ensure comprehensive support.
• Guarantee that Hexagon Mining technology systems at customer mine sites operate effectively, delivering tangible value to clients' mining operations.

Major Areas of Responsibility:

• Support and maintain software deployed at remote mining sites.
• Take ownership and responsibility for customer issues and problems, ensuring resolution whenever possible.
• Communicate directly with customers in a timely manner, helping to manage Hexagon Mining's relationships with clients.
• Collaborate with the Services team to assist in system deployment when required.
• Work together with the APAC regional support team to resolve technical issues.
• Cooperate with the Product Development team to capture and identify information about system issues (defects) when escalation is necessary.
• Collaborate with Account Managers to ensure customer accounts are in a healthy state with their Hexagon systems.
• Utilize relationships developed with customers and other contacts to inform the sales team of potential issues affecting clients, as well as other opportunities for Hexagon Mining.
• Fulfill reporting and documentation requirements as needed.
• Maintain, enhance, and adhere to Hexagon Mining's documentation and reporting standards, systems, and processes.
• Represent Hexagon Mining in a helpful, professional, and courteous manner at all times.
• Comply with Hexagon Mining's Workplace Health and Safety policies and procedures (and those of clients' sites visited), participate in audits, and follow instructions regarding personal health and safety and the safety of others.
• Perform other duties as required from time to time.

Skills and experience:

• Strong interest in providing a superior level of customer service and support to clients.
• Eagerness to learn new skills and undergo training in Hexagon products.
• Ability to work proactively with minimal supervision.
• Capability to work effectively in a team environment.
• Degree in Computer Science, Computer Engineering, Electrical Engineering, Software Engineering, or related fields.
• Intermediate to advanced experience with the Linux operating system (Ubuntu preferred).
• Basic to intermediate experience with relational databases (PostgreSQL, Microsoft SQL Server).
• Intermediate to advanced experience with shell scripting and scripting languages (bash, ruby, JavaScript, Perl, Python, etc.).
• Experience with wireless networks, switches, and routing would be an advantage.
• Experience working in the mining industry would be an advantage.
• Good written and verbal English communication skills.

What’s on Offer

We offer a competitive salary package that is commensurate with your skills and experience, as well as the following benefits:

• Comprehensive employee and family health insurance, giving you peace of mind and ensuring that you can focus on your work.
• Communication allowance, ensuring that you can stay connected and productive.
• Family moving allowance, making it easier for you and your family to relocate if necessary.
• Personalized training and upskilling opportunities for both technical and soft skills, ensuring that you're always at the forefront of your field.
• The opportunity to work with a diverse, talented, multi-disciplinary team across the globe, gaining valuable skills and knowledge servicing some of the biggest names in the industry.
• International and domestic travel to a variety of locations for client services, giving you the opportunity to see the world while making a difference.
• Modern, well-appointed office space with a casual and friendly atmosphere that fosters collaboration and creativity.
• Social events, team building activities, morning teas, quiz nights, and more, fostering a sense of camaraderie and community.

At Hexagon, we're committed to providing our employees with the support, training, and opportunities they need to succeed. If you're a talented support engineer with a passion for providing exceptional customer support, we want to hear from you!