Customer Support Engineer
- Querétaro, Qro.
- Permanente
- Tiempo completo
- Serve as the initial point of contact for technical issues related to GE Proficy manufacturing software systems and applications.
- Research and troubleshoot issues involving all aspects of software solutions, including but not limited to user interface, network and communication connectivity and performance, cloud and on-premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality.
- Troubleshoot and identify product problems for presentation to engineering or cloud infrastructure teams for resolution or disseminate appropriate information necessary to correct configuration issues.
- Maintain accurate records of support cases and resolutions in Salesforce & ServiceNow.
- Collaborate with cross-functional teams to improve support processes and documentation.
- Participate in knowledge-sharing initiatives and contribute to internal knowledge bases.
- Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible
- Follow/establish external escalation path and effectively diffuse customer conflicts and bring to resolution.
- Manage individual caseload to meet defined goals around time to solve, case age, inactivity, and utilization.
- Provide advanced customer support in 24x7 environment
- May be required to work overtime, on-call or weekends
- Flexibility to provide onsite support, as needed
- Bachelor’s degree in Computer Science, Engineering, Information Technology, or equivalent experience.
- Able to legally work in Mexico. This position can work remotely within the cities in which this role has been advertised.
- Effective written and oral communication skills in English and Spanish.
- Strong problem-solving skills and attention to detail.
- Experience with ticketing systems (e.g., ServiceNow, Salesforce, Azure DevOps) and remote support tools.
- Familiarity with GE Proficy MES or similar industrial software platforms preferred.
- Experience in manufacturing or industrial software sector.
- Knowledge of cloud platforms (AWS, Azure) and virtualization technologies.
- Exceptional troubleshooting, customer service, and analytical skills.
- Ability to work independently with minimum direction
- Highly motivated team-player
- Ability to stay calm in pressurized situations and coach people through solving problems
- Guides the conversation in a constructive manner; asks questions to uncover the critical information required to make decisions.
- Seeks to understand problems thoroughly before implementing solutions. Asks questions to clarify requirements when ambiguities are present. Implements clean, concise solutions that address the requirements at hand.
- Fosters a strong working relationship with customer in order to generate a clear understanding of their needs and concerns; possesses ability to think from clients’ perspective.
- Proficy: Plant Applications, Operations Hub, Workflow
- Databases: SQL, Postgres
- Containerization: Docker, Kubernetes
- Operation Systems: Windows, Linux
- Cloud: AWS, Splunk Observability & Search
- Web Server: Apache, IIS
- Messaging: Kafka, MQTT
- Networking, Security, SSL/TLS Certificates
- Programming: REST API, Python, Java, SQL