What are the responsibilities and job description for the Support Engineer (Remote - United States) position at Hexagon Asset Lifecycle Intelligence?
Responsibilities
Hexagon's Asset Lifecycle Intelligence Division is seeking a highly motivated Support Engineer. Candidates considered for employment within the Support organization must be well-rounded, self-motivated, and team players. Candidates must be able to adapt quickly, by learning methodologies and technologies through formal and ad-hoc training as well as on-the-job training. This position involves Support of Intergraph Smart Licensing product. The selected candidate will provide technical support for internal and external customers, interface directly with customers and product development/QA teams, and provide solutions to reported problems and answers to questions. This position may also perform some manual testing for the software as needed.
Hexagon is a global leader in digital reality solutions, combining sensor, software and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.
Hexagon’s Asset Lifecycle Intelligence division helps clients design, construct, and operate more profitable, safe, and sustainable industrial facilities. We empower customers to unlock data, accelerate industrial project modernization and digital maturity, increase productivity, and move the sustainability needle.
Our technologies help produce actionable insights that enable better decision-making and intelligence across the asset lifecycle of industrial projects, leading to improvements in safety, quality, efficiency, and productivity, which contribute to Economic and Environmental Sustainability.
Hexagon (Nasdaq Stockholm: HEXA B) has approximately 25,000 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com and follow us @HexagonAB.
Why work for Hexagon?
At Hexagon, if you can see it, you can do it. Hexagon’s Asset Lifecyle Intelligence division puts their trust in you so that you can bring your ideas to life. We have emerged as one of the most engaged and enabled workplaces*. We are committed to creating an environment that is truly supportive by providing the resources you need to fully support your ambitions, no matter who you are or where you are in the world.
At Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.
Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.
Hexagon's Asset Lifecycle Intelligence Division is seeking a highly motivated Support Engineer. Candidates considered for employment within the Support organization must be well-rounded, self-motivated, and team players. Candidates must be able to adapt quickly, by learning methodologies and technologies through formal and ad-hoc training as well as on-the-job training. This position involves Support of Intergraph Smart Licensing product. The selected candidate will provide technical support for internal and external customers, interface directly with customers and product development/QA teams, and provide solutions to reported problems and answers to questions. This position may also perform some manual testing for the software as needed.
- Maintains, analyzes, and troubleshoots end-user software issues
- Handles a wide variety of technical support requests via multiple channels, including telephone, email or remote desktop. Work on Service Requests daily
- Answer Support issues via emails, phone calls, webex or other online meetings with external and internal customers
- Update customers on the issues on regular basis and resolve issues in timely manner
- Utilizes excellent customer service skills and exceeds end user expectations.
- Correctly escalates unresolved issues to the next level of support (development or management)
- Reproduce reported issues and log them in the system for development to work on
- Update customer related support documents and knowledge base entries on regular basis
- Records communications and problems resolution in the ticketing tool (Siebel)
- Conduct technical presentations to customers, and participate in technical workshops and training
- Use strong analytical skills to solve complex problems in a timely manner while adapting to changing priorities.
- The applicant will interface with internal customers including software development, documentation and product planning.
- Troubleshoot and resolve technically complex support issues.
- Develop technical documents, instructions, and training for customer support
- Perform manual testing as needed
- Bachelor’s Degree in a Computer or Support related technical discipline, with 0 -2 years of experience in software support/testing. Or, an Associate's degree with 2- 4 years of direct Customer Support experience.
- Strong interpersonal, problem solving and multi-tasking skills.
- Experience with Desktop/IT/ Cloud / Saas a plus.
- Experience with Hexagon Smart Licensing or other products a big plus.
Hexagon is a global leader in digital reality solutions, combining sensor, software and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.
Hexagon’s Asset Lifecycle Intelligence division helps clients design, construct, and operate more profitable, safe, and sustainable industrial facilities. We empower customers to unlock data, accelerate industrial project modernization and digital maturity, increase productivity, and move the sustainability needle.
Our technologies help produce actionable insights that enable better decision-making and intelligence across the asset lifecycle of industrial projects, leading to improvements in safety, quality, efficiency, and productivity, which contribute to Economic and Environmental Sustainability.
Hexagon (Nasdaq Stockholm: HEXA B) has approximately 25,000 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com and follow us @HexagonAB.
Why work for Hexagon?
At Hexagon, if you can see it, you can do it. Hexagon’s Asset Lifecyle Intelligence division puts their trust in you so that you can bring your ideas to life. We have emerged as one of the most engaged and enabled workplaces*. We are committed to creating an environment that is truly supportive by providing the resources you need to fully support your ambitions, no matter who you are or where you are in the world.
- In the recently concluded workplace effectiveness survey by Korn Ferry, a global HR advisory firm, Hexagon, Asset Lifecycle Intelligence division has emerged as one of the most Engaged and Enabled workplaces, when compared to similar organizations that Korn Ferry partners with.
At Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.
Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.
