Technical Support Engineer

2 weeks ago

Tucson, Arizona, United States Komatsu Full time
Position Title:
Technical Support Engineer

Location:
Tucson, AZ, US

Employment Type:
Onsite Position

Company Overview:
Komatsu is a vital partner in the construction, mining, forestry, forklift, and industrial machinery sectors, enhancing value for clients through cutting-edge solutions. With a broad array of products backed by our advanced IoT technologies, regional distribution networks, and a worldwide service framework, we harness the potential of data and technology to improve safety and productivity while optimizing performance.

Komatsu serves a diverse range of industries, including housing, infrastructure, water, pipeline, minerals, automotive, aerospace, electronics, and healthcare, through its various brands and subsidiaries. We are more than just a corporation; we are a community of dedicated, innovative professionals working towards a common goal: transforming the mining industry.

Role Overview:
As a Technical Support Engineer, you will be tasked with delivering 24/7 emergency assistance through established processes involving code modifications, updates, testing, and troubleshooting techniques to ensure product reliability and performance.

Key Responsibilities:
- Serve as the initial point of contact for support inquiries escalated to level 3 Global Support by Regional Support Teams.
- Collaborate with regional support teams to diagnose, troubleshoot, and resolve or escalate support tickets that have reached level 3 Global Support.
- Minimize the number of support tickets escalated to Product Engineers by offering specialized services for the diagnosis and resolution of issues from Regional Support Teams.
- Provide both in-office and onsite assistance to guarantee the successful configuration and validation of product installations and deployments, including new installations on mobile mining equipment, servers, and office systems.

Travel Requirements:
This position may require up to 20% travel, including international trips.

Essential Duties:
- Foster collaboration and communication across business units to achieve organizational goals.
- Ensure compliance with all relevant legislation, company policies, and customer site requirements.
- Promote a culture of safety and commitment to achieving "zero accidents."
- Deliver effective and efficient resolution of assigned product support tasks.
- Validate, reproduce, and troubleshoot product issues in both lab and production settings.
- Identify root causes of problems and develop workarounds where feasible.
- Provide detailed feedback to the development team regarding root causes and reproduction steps for issues.
- Resolve issues within established service level agreement (SLA) timelines.
- Assist regional teams in deploying, troubleshooting, and restoring systems.
- Participate in training sessions led by senior engineers and development teams.
- Contribute to testing, releasing, and executing initial commercial installations for new product launches.
- Review documentation for new and existing product releases.
- Maintain high standards of customer service and technical support through various channels.
- Enhance internal communication and satisfaction through support and project initiatives.
- Provide internal training on system installation, usage, and maintenance.

Required Qualifications:
- Bachelor’s degree in computer science, engineering, or equivalent experience.
- Strong analytical and problem-solving capabilities.
- Excellent time management skills with the ability to prioritize effectively.
- Ability to remain composed in high-pressure situations.
- Capacity to work independently, focusing on assigned tasks and meeting deadlines.
- Strong interpersonal skills to maintain effective relationships with colleagues and clients.
- Proficient in communicating technical information clearly to both technical and non-technical audiences.
- Familiarity with Windows and Linux operating systems, including basic configuration and troubleshooting.
- Understanding of user security and rights management.
- Basic knowledge of network configuration and troubleshooting, including firewall and TCP/IP protocols.
- Basic SQL proficiency and experience with reporting platforms.

Preferred Qualifications:
- Experience with DevOps methodologies throughout deployment and validation processes.
- Previous experience in a technical support role, particularly in the mining sector.
- Familiarity with IoT technologies and cloud services.
- Knowledge of containerization and orchestration platforms.

Komatsu is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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