Engineering - Software (Information & Communication Technology)Full timeDo you enjoy working with leading edge, proven technology in complex mining environments? Do you want to provide world-class technical support to a diverse group of professional stakeholders?Hexagon is a global leader in sensor, software and autonomous solutions and has more than 24,000 employees across 50 countries with net sales of approximately 4.3bn USD. Hexagon's Mining division is enabling an autonomous future through the delivery of an autonomous connected ecosystem in mines across the globe.We are currently seeking an experienced Support Engineer on a permanent full-time basis to join our Australian team based in either our Brisbane, Perth or Newcastle office. The role of the Support Engineer will look after our diverse technology portfolio by providing remote technical assistance with quarterly or bi-annual site visits to a growing range of clients in the Asia-Pacific (APAC) region.Specific duties include:The provision of application maintenance and support services on Hexagon Mining technology systems at customer mine sites either directly to users of the systems or to service delivery functions.Support includes investigation and resolution of issues and may also include performance monitoring.Issues may be resolved by providing advice or training to users, devising corrections for faults, making modifications, updating documentation, manipulating data, or defining enhancements.Support often involves close collaboration with the system's developers and/or colleagues specializing in different areas, such as Database administration or Network support.Ensure Hexagon Mining technology systems at customer mine sites operate effectively and deliver tangible value to our customers' mining operations.Major Areas of Responsibility:Support and maintain software deployed at remote mining sites.Take ownership and responsibility for customer issues and problems and see them through to resolution wherever possible.Communicate directly with customers in a timely manner and assist in managing Hexagon Mining's relationships with our customers.Act as a dedicated customer support advocate and manage technical issues for key customer accounts.Work collaboratively with the Services team to assist in the deployment of systems when required.Work collaboratively with the Product Development team to assist in capturing and identifying information about system issues (defects) when escalation is required.Work collaboratively with Account Managers to ensure that customer accounts are in a healthy state with the Hexagon systems they own.Utilize relationships developed with customers and other contacts to advise the sales team of potential issues affecting customers as well as other opportunities for Hexagon Mining.Maintain, enhance and adhere to Hexagon Mining documentation and reporting standards, systems, and processes.Represent Hexagon Mining in a helpful, professional, and courteous manner at all times.Compliance with Hexagon Mining's Workplace Health and Safety policies and procedures (and those of clients' sites visited).Attend site and company meetings in person or remotely.Be part of a 24/7 on-call support roster to provide continuous support to customer sites.Other duties as required from time to time.Skills and experience:Keen interest in providing a superior level of customer service and support to our clients.Willingness to learn new skills and be trained in Hexagon products.Ability to work proactively with minimal supervision.Ability to work effectively in a team environment.Degree in Computer Science, Computer Engineering / Electrical Engineering / Software Engineering or related fields.Experience with Linux OS.Experience with relational databases (PostgreSQL, Microsoft SQL Server).Experience with shell scripting and scripting languages (Perl, Python, etc.).Experience with wireless networks, switches, and routing would be an advantage.Experience working in the mining industry would be an advantage.Good written and verbal communication skills.What's on Offer:Personalized training and upskilling opportunities for career development.Work with a diverse, talented, multi-disciplinary team across the globe.International and domestic travel to a variety of locations.Modern, well-appointed office space with a casual and friendly atmosphere.Work-life balance support with the flexibility to work from home.Social events, team building activities, morning teas, quiz nights, and more.Travel:This position involves travel intrastate, interstate, and overseas to support and deploy Hexagon Mining's products in the field.Your application will include the following questions:Which of the following statements best describes your right to work in Australia?How many years' experience do you have as a Software Support Engineer?How much notice are you required to give your current employer?What's your expected annual base salary?
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