Software Support Engineer L1

Software Support Engineer

TECHNICAL SERVICE AND SUPPORT | Balikpapan | Full Time

Software Support Engineer

Do you enjoy working with leading edge, proven technology in complex mining environments?

Do you want to provide world class technical support to a diverse group of professional stakeholders?

Hexagon is a global leader in sensor, software and autonomous solutions and has more than 20,000 employees across 50 countries and net sales of approximately 4.3bn USD. Hexagon’s Mining division is enabling an autonomous future through the delivery of an autonomous connected ecosystem in mines across the globe. We bring survey, geology, mine planning & design, fleet management, production optimization, collision avoidance and operator safety together in a life-of-mine solution that integrates people and processes. Our customers are safer and more productive through insight-driven decisions that sustainably captures more value from mining operations.

We are currently seeking an experienced Support Engineer on a permanent full-time basis to join our Indonesian team based at our Balikpapan office. The role of the Support Engineer will look after our diverse technology portfolio through providing remote technical assistance with the quarterly or bi-annual site visits to a growing range of clients in the Asia-Pacific (APAC) region.

Specific Duties Include

• The provision of application maintenance and support services on Hexagon Mining technology systems at customer mine sites either directly to users of the systems or to service delivery functions.
• Support includes investigation and resolution of issues and may also include performance monitoring.
• Issues may be resolved by providing advice or training to users, by devising corrections (permanent or temporary) for faults, making general or site-specific modifications, updating documentation, manipulating data, or defining enhancements
• Support often involves close collaboration with the system's developers and/or with colleagues specialising in different areas, such as Database administration or Network support.
• To ensure Hexagon Mining technology systems at customer mine sites operate effectively and deliver tangible value to our customers mining operations
  
  

Major Areas Of Responsibility

• Support and maintain software deployed at remote mining sites
• Taking ownership and responsibility for customer issues and problems and seeing them through to resolution wherever possible
• Communicating directly with customers in a timely manner and assisting to manage Hexagon Mining’s relationships with our customers
• Act as a dedicated customer support advocate and manage the technical issues for key customer accounts.
• Work collaboratively with the Services team to assist in the deployment of systems when required
• Work collaboratively with the Product Development team to assist in capturing and identifying information about system issues (defects) when escalation is required
• Work collaboratively with Account Managers to ensure that customer accounts are in a healthy state with the Hexagon systems they own.
• Utilising relationships developed with customers and other contacts to advise sales team of potential issues affecting customers as well as other opportunities for Hexagon Mining
• Reporting and documentation requirements as required
• Maintain, enhance and adhere to Hexagon Mining documentation and reporting standards, systems and processes
• Representing Hexagon Mining in a helpful, professional and courteous manner at all times
• Compliance with Hexagon Mining’s Workplace Health and Safety policies and procedures (and those of clients’ sites visited), participation in audits and compliance with instructions given in respect to the health and safety of himself / herself and the safety of others
• Attend site and company meetings in person or remotely
• Be part of a 24/7 on call support roster to provide continuous support to customer sites
• Other duties as required from time to time
  
  

Skills And Experience

• Keen interest in providing a superior level of customer service and support to our clients
• Willingness to learn new skills and be trained in Hexagon products
• Ability to work proactively with minimal supervision
• Ability to work effectively in a team environment
• Degree in Computer Science, Computer Engineering / Electrical Engineering / Software Engineering or related fields
• Experience with Linux OS
• Experience with relational databases (PostgreSQL, Microsoft SQL Server)
• Experience with shell scripting and scripting languages (perl, python etc.)
• Experience with wireless networks, switches and routing would be an advantage
• Experience working in a mining industry would be an advantage
• Good written and verbal communication
  
  

What’s On Offer

Apart from a salary package that is commensurate with your skills and experience, you will also benefit from the following:

• Personalised training and upskilling opportunities for career development for both technical and soft skills
• 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
• Modern, well-appointed office space with a casual and friendly atmosphere
• Work life balance support with the flexibility to work from home.
• Social events, team building activities, morning teas, quiz nights and more
  
  

Travel

At Hexagon, we understand the value of firsthand experience, and we believe that travel is an essential part of providing exceptional service to our clients. As such, this role offers exciting opportunities for domestic and international travel, giving you the chance to work with clients from around the world and see different parts of the mining industry in action.

During your travels, you'll be supported by a range of logistical measures, including travel allowances, accommodation, and meal expenses, so you can focus on providing exceptional customer service and making a real difference for our clients. Travel is an opportunity to broaden your horizons, develop cultural competencies, and expand your personal and professional network.