Senior Technical Support Analyst

4 weeks ago

Windsor Locks, United States PDS Tech Commercial, Inc. Full time

Do you have experience with Siemens Polarion ALM tool? and love to solve complex technical issues, improve processes, and work with a talented team to enhance the product in the Aerospace world? REMOTE ROLE - APPLY NOW


“Due to Government regulations, this position is ONLY open to US CITIZENS”

Job Title: Polarion ALM Support Lead - (Analyst II Tech Support)

Job Type: Full time; Consultant (12 months Contract)

Location: Remote Position

Schedule: Monday to Friday; First Shift 8AM-5PM

Pay Rate: $51.84 per hour


Qualifications:

  • Experience: 7+ years in technical support or engineering, specifically with Polarion ALM.
  • Technical Skills: Deep knowledge of Polarion ALM’s features, experience with PostgreSQL databases, and scripting skills (like JavaScript).
  • Cloud Knowledge: Familiarity with cloud platforms (like AWS and Azure) where Polarion ALM might be hosted.
  • Networking Skills: Understanding of networking concepts relevant to Polarion ALM.
  • Leadership: Strong leadership and problem-solving abilities.
  • Communication: Excellent at explaining complex issues to both technical and non-technical audiences.


Education:

  • A bachelor’s degree or equivalent experience is preferred.


You will be supporting Siemens Polarion ALM, a tool that helps manage the entire lifecycle of applications. Your job is to solve complex technical issues, improve processes, and work with a talented team to enhance the product.


Key Responsibilities:

  1. Expert Support: Help resolve the toughest technical problems that lower-level support teams can’t handle.
  2. Troubleshooting: Use advanced methods to fix major issues in Polarion ALM, focusing on its main features like managing requirements, testing, and tracking issues.
  3. System Optimization: Advise clients on how to configure Polarion ALM for optimal performance based on their specific needs.
  4. Product Improvement: Work with product development teams to find issues and suggest improvements for future updates.
  5. Mentorship: Train and support junior team members to enhance their skills and improve overall service.
  6. Incident Management: Take charge during major incidents, ensuring quick resolutions and minimal disruption for clients.
  7. Innovative Strategies: Create and implement new support methods to improve service quality and efficiency.
  8. Documentation: Write and maintain guides and articles that help both clients and support staff understand Polarion ALM.
  9. Client Communication: Be the main point of contact for high-priority clients, offering expert advice and ensuring they receive great service.
  10. Research & Development: Stay updated on Polarion ALM developments and industry trends to continually enhance support.

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