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Technical Support Engineer

Hexagon PPM

This is a Contract position in Irving, TX posted September 3, 2021.

Overview: About Hexagon Hexagon is a global leader in sensor, software and autonomous solutions.

We are putting data to work to boost efficiency, productivity, and quality across industrial, manufacturing, infrastructure, safety, and mobility applications.

Our technologies are shaping urban and production ecosystems to become increasingly connected and autonomous ensuring a scalable, sustainable future.Hexagons PPM division empowers its clients to transform unstructured information into a smart digital asset to visualize, build, and manage structures and facilities of all complexities, ensuring safe and efficient operation throughout the entire lifecycle.Hexagon (Nasdaq Stockholm: HEXA B) has approximately 21,000 employees in 50 countries and net sales of approximately 3.8bn EUR.

Learn more at hexagon.com and follow us HexagonAB.

2021 Hexagon AB and/or its subsidiaries and affiliates.

All rights reserved.PAS, part of Hexagon, delivers software solutions that prevent, detect, & remediate cyber threats; reduce process safety risks and optimize profitability; and enable trusted data for decision-making.

With operations in over 70 countries, PAS helps many of the worlds leading industrial organizations ensure OT Integrity from the sensor to the cloud including 13 of the top 15 refining, 13 of the top 15 chemical, 4 of the top 5 pulp and paper, 3 of the top 5 mining, and 7 of the top 20 power generation companies.

Responsibilities: We are currently searching for an experienced Technical Support Engineer, who has an interest in assisting clients with complex troubleshooting and problem solving.

The candidate will join our experienced Support team in Houston, however we will consider remote candidates.

Successful candidates must have proven history of providing exceptional technical support and displaying a positive attitude.Summary of Position:Provide prompt and thorough technical support for internal and external customers through phone calls, emails, or other means of communication.

Essential Functions:Investigate PAS product technical issues encountered by customers, and communicate to the customer the resolution to the issues and problemsTroubleshoot application errors, including issues that may be related to client networksAssist customers with software installations and application troubleshooting via phone, remote connections, Teams, or email Provide customers with software instructions and or functionality assistance Maintain contact with customers in an effort to keep them updated on the progress toward resolutions of software related issues Notify software development personnel of new and/or reoccurring critical software defects Validate product defects prior to escalating to product managersCreate, manage and update assigned customer and internal cases in the PAS CRM system.Validate software licenses as needed and contact appropriate PAS personnel if a license is expired and/or incorrect Provide after-hours support on a rotation basis with other customer care team members Partner with other PAS internal departments on escalated customer cases Assist with infrequent onsite customer installation or troubleshooting visits as required Qualifications: Bachelors degree in Computer Science, Computer Engineering, Computer Information Systems, Engineering or Technology, Plant Operations or related field or experienceExcellent communication skillsStrong attention to detailAt least five years of technical support experience, supporting proprietary software applicationsPreferred Skills: Intermediate Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), CRM Ability to write SQL queriesFamiliarity with troubleshooting Networks or Network devices,Familiarity with Control Systems (DCS, PLC, SCADA or other automation systems)Familiarity with Web Servers, VBScript, Shell Scripting, AutoIt, Windows PowerShell, ASP.NET, HTML or JavaScriptLI-JS1LI-remote

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