Senior Software Engineer

4 weeks ago

Madison, United States Hexagon Asset Lifecycle Intelligence Full time
Responsibilities

Hexagon Asset Lifecycle Intelligence division (Hexagon) is looking to hire a Support Analyst. The role will suit a graduate or equivalent with an engineering background or an individual with equivalent experience. This is an opportunity to join a group that prides itself in working within and fostering a team environment, provides a professional and flexible working environment, and offers both excellent benefits and advancement opportunities. The ideal candidate will provide technical support through direct interactions with customers, internal services consultants, our cloud solution as well as customer on-premise installations of our Alias and Asset Information Management (AIM) products. The position requires technical knowledge, troubleshooting skills, privatization skills and a collaborative team personality. As a Support Analyst, you will work as part of a global team to provide support by troubleshooting and resolving technically complex support issues related to our Alias and Asset Information Management products and their interfaces to meet customer and organizational goals. In this role you will regularly interact with solution development, ownership teams and customers to investigate and resolve problems, discuss and document design issues.

  • Providing real time global support to internal stake holders as well as external customers for product related issues
  • Perform troubleshooting tasks such as root cause analysis and mitigation of issues reported by users
  • Performing technical tasks in support of installation and maintenance of our products
  • Interfacing with internal stake holders, including management, software development, services and product planning teams
  • Facilitate communication and delivery of resolutions that require multi-disciplinary coordination
  • Contribute to an internal Salesforce knowledge base for knowledge transfer, support deflection, and team on-boarding
  • Contribute to status updates on critical issues to management
  • Make recommendations to the team on improving business processes and reducing support issues
  • Accurately document support activities and outcomes
  • Maintain adherence to customer service level objectives
  • Learn and eventually assist with training for our Spoolgen product line

This will be a hybrid role with a required 2 in the office per week.

Qualifications
  • Bachelor’s Degree in a technical field preferred, but not required
    • Equivalent experience a plus
  • Excellent verbal and written communication skills
  • Working knowledge of Database platforms a plus
  • Working knowledge of Microsoft Internet Information Services and Web Applications a plus
  •  Experience in any of the following:
    • SDx
    • Windows Internet Information Services
    • Oracle or MSSQL DB
    • Computer Networking
    • Performance monitoring and troubleshooting via various application tools (Windows/DB)
    • Experience providing documentation, guidance, and instruction to users
    • Experience communicating user requirements
    • Demonstrated ability to learn and embrace new technologies, applications, and solutions
    • Attention to detail with the ability to troubleshoot and solve complex problems
    • Process Industry background
    • Experience with CAD or Engineering applications
    • Programming and database experience
  • Must be located in the Madison/Huntsville, AL area as this position requires a minimum of 2 in the office per week.

Hexagon will not sponsor applicants for a work visa for this position.

#LI-EW1 #LI-Remote

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