Description:

 

We are looking for people that like to get things done and have strong troubleshooting skills.

This role is customer facing as you will speak with engineers working on customer locations across the globe in various industries like energy (hydro, nuclear, solar), aeronautics, automotive, manufacturing, etc.

As the applications are complex when an issue occurs our customer likes to contact the support team via our online self-help portal where they can send us the logs associated with the encountered issue. They also like to contact us by phone, but this is not the primary communication channel.

As an Application Support Engineer you will be responsible for capturing all relevant information related to the fault, troubleshoot the issue, identify a solution or workaround while constantly communicating with the customer the results of your analysis.

In case you get to a bottleneck there are other resolver groups and teams that can help or to which you can escalate the case.

You will have to research and troubleshoot issues involving all aspects of the Brilliant Manufacturing Solution, including automation, data collection/storage, visualization, analytics and manufacturing execution software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality.

All identified solutions will be published in the technical Support Knowledge base to be used by our global support team based in Europe, Americas and Asia.

 

Technical Requirements:

 

• Knowledge to write SLQ queries to identify various data in tables
• Familiar with debugging SQL stored procedures and diagnosing performance related issues;
• Strong troubleshooting background in client-server application architecture
• Basic understanding of scripting and OOP languages
• Understanding and usage of Chrome Dev Tools, WebEx, Sql Profiler tools;

Desired Characteristics:

 

• 2-3 years’ experience in a support role above Service Desk level (exceptions can be made)
• Open to learn new technologies used in the IoT industry
• Curious and driven to self-learn or research where information is not easily available or unknown
• Exceptional ability to diagnose, reproduce and solve complex faults
• Speak, write and dream in English and Russian
• Know your way around dealing with potential angry customers while on the phone
• Positive can-do attitude
• trong common sense and logical reasoning skills.
• Ability to quickly reproduce a customer problem, isolate cause, and drive resolution
• Willing to work in shifts
• Team player

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