Technical Specialist or Technical Lead, PC Software

4 weeks ago

Houston, United States Hexagon Inc Full time
Overview

Hexagon's Autonomy & Positioning division is seeking a Technical Specialist or Technical Lead, PC Software. to join a global leader in engineering and manufacturing, where you will have the opportunity to work on cutting-edge technologies that make a significant impact. In this role, you will support some of the industry's leading companies by coordinating and demonstrating Hexagon Autonomy & Positioning’s innovative solutions and assisting new customers in integrating our products.

The Location: Hexagon is a global company with locations worldwide. Preference will be given to candidates in Calgary, AB. However, for the right candidate, we will consider applicants from our other locations: Aberdeen, UK; Morton, IL; Torrance, CA; and Houston, TX.

Responsibilities

As the Technical Specialist or Technical Lead, PC Software., focusing on our customer software products NovAtel Application Suite (NAS) and Waypoint, responsibilities include:

  • Provide advanced technical support, resolving complex issues escalated from other support teams.
  • Diagnose, troubleshoot, and resolve software problems, and conduct thorough analysis to lead continuous improvement initiatives to prevent recurring issues and improve overall customer experience.
  • Manage cases escalated to product development teams by thoroughly documenting the issue, providing detailed context, and ensuring clear and timely communication between support and development teams.
  • Track the progress of escalated cases, facilitate follow-up actions, and ensure that resolutions are effectively communicated back to the customer and internal stakeholders.
  • Support the sales process by coordinating successful evaluations and demonstrations to increase the adoption of Hexagon A&P products and services.
  • Collaborate with the development team to identify and fix bugs, to provide product design feedback, and to improve software functionality and user experience.
  • Integrate new products, services, and enhancements into the support organization, including developing support materials and training support teams.
  • Develop and maintain detailed technical documentation and training resources to external customers and internal Support teams, including troubleshooting guides, FAQs, Known Solutions, knowledge base articles, and videos.
  • Provide training to Sales and Support teams to enhance their knowledge as well as customers as part of the post-sales support process.
Qualifications

Must-Have:

  • 3+ years of experience in a technical support role within the technology industry.
  • Bachelor’s degree in Geomatics Engineering or a related engineering or science discipline.
  • Excellent verbal and written communication skills, with strong proficiency in delivering presentations.
  • Proficiency in using ticketing systems such as Salesforce, ServiceNow, Zendesk, or similar platforms.
  • Must have a valid passport and be able to travel internationally as needed.
  • Must have a valid driver’s license and the ability to drive.

Nice-to-Have:

  • Experience using Waypoint post-processing and NovAtel Application Suite software.
  • Experience with GNSS and INS systems installation and troubleshooting.
  • Experience with data analysis and GNSS/INS post-processing.
  • Experience integrating GNSS cards and enclosures into final applications.
  • Proficiency in Python, C++, and/or C# programming languages and scripting tools.
  • Experience in web-based bug tracking and project software (e.g. JIRA).

Key Success Factors:

  • Demonstrated ability to deliver in-person or virtual demonstrations and training.
  • Performs well under pressure, especially in customer-facing situations.
  • High attention to detail, strong organizational skills, and ability to prioritize effectively.
  • Outgoing and energetic with exceptional interpersonal skills
  • Ability to work well both independently and in a collaborative environment.

Not sure if you meet all the qualifications for this role? Let us decide At Hexagon, we are committed to a diverse and inclusive work environment. If you’re excited about the opportunities this role could bring, we encourage you to apply. For any questions about the role or our company, please email our team at hrrecruitingteam.ap@hexagon.com and we will be pleased to follow up with you. Please do not send cover letters or resumes to this address.

The Company: 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. You’ll be joining over 24,000 people in 50 countries on the leading edge of your field.

This position is with Hexagon’s Autonomy & Positioning division, a global technology leader, pioneering end-to-end solutions for assured positioning and autonomy on land, sea, and air. Our work touches every aspect of life, from sustainability on Earth to enabling autonomy. Within the Autonomy & Positioning division your work will contribute to the operation of our brands NovAtel, AutonomouStuff, VERIPOS, and Antcom. Come see why we are recognized as one of Alberta’s Top Employers

Applicants who require accommodation in the job application process may contact Human Resources at hrrecruitingteam.ap@hexagon.com.

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