Customer Support

4 days ago


Conroe, United States Leica Geosystems Full time

BR Customer Support & Success Manager, Software Engineering (m/f/d) Spain Job Description As a leading device manufacturer, data and software provider, Hexagon offers a wide range of solutions that drive the development of digital twins, sophisticated simulation environments, powerful measurement, monitoring, and analytics tools in all industries. Software Ecosystems Hub strives to become the house of platforms that enables development teams and their divisions to do more and increase their overall revenue.As a Support & Success Manager you will be responsible you will research, diagnose, troubleshoot, and resolve internal customer issues in an accurate and timely manner. You will be responsible for working with different systems, software and hardware and define and follow standard procedures to escalate unresolved issues to the right internal development teams. You will be versed in all the platforms we offer and support the Product Management, QA, and Development teams in finding solutions for day-to-day problems faced by our customers or the end-users of our customers. Additionally, as a Support & Success Manager you will build the right team to troubleshoot and resolve those issues in addition to have the ability to work on ad-hoc tasks for the customer.Moreover, you will be customer-focused, and you will want to ensure our success remains high, therefore constant feedback and customer satisfaction is to your best interest, in addition to improving our existing platforms and products offered through them.You can expect to:Help build the support processes from the ground up.Work with innovative technology in a vast and challenging domain.Collaborate closely with a large group of people from various parts of the company.Follow-up with our customers based on the technical problems they face and find a timely resolution to their issues. Have a chance to familiarize yourself with a wide range of hardware and software developed by Hexagon and its subsidiaries. Work on technically challenging tasks, in a vast domain where data and accuracy are key.Be part of diverse team of talented people who love to solve challenges together.Have a chance to explore problems in all parts of the platform: UI, backend as well as infrastructure.Our tech stack:Java Spring Boot, React, C++Docker, Kubernetes, and Kubernetes Operators, TerraformAWS, GCP, Azure Desired Skills This is you:You put the client needs first and have a healthy dose of empathy to fully understand their needs.You’re an analytical person who loves to dive deep and find the underlying cause of problems.You have a solid understanding of software engineering and microservices and can pinpoint potential bottlenecks or problem areas in the architecture.You’re a fast learner who is excited to face new domains and technology and quickly make these your own.You excel in written and spoken communication, and like to actively engage with internal and external customersYou’re familiar with Black Box Testing techniques and are comfortable withtroubleshooting / reproducing customer issues in areas of the platform that you’re not fully familiar with.You drive customer success initiatives to ensure client satisfaction, retention, and expansion of services.Develop and implement customer training programs to empower users and maximize the value they derive from our software and platforms.Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer support and success initiatives.Your location is Spain or anywhere in EUWhat is in it for you:Work with a group of experts who love challenging the status-quoLearn new technologies and get exposure and experience on all major cloud providersBe an important member of a successful team in HexagonBe known and proud to deliver cutting edge solutions Job Family Information Technology Employment Type Professional City Barcelona Customer Support & Success Manager, Software Engineering (m/f/d) | Hexagon Geosystems


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