Senior Technical Support Engineer at Hitachi Energy

• Collaborating with our customers to build the relationships, teamwork and trust that enables the delivery of valuable solutions and superior customer services. The customer is our highest priority.

Your responsibilities

• Understanding, troubleshoot, analyze, tracking and taking ownership of customer issues and queries and managing through to solution.
• Researching and troubleshooting of Enterprise Software Solutions software issues.
• Providing prompt and accurate customer feedback.
• Acting as an advocate for the customer and effectively communicating feedback to and from technical teams dispersed globally.
• Organizing regular customer meetings and provide status updates to internal and external stakeholders.
• Managing and own all aspects of customer success, while maintaining a holistic view of customer satisfaction.
• Ability to quickly establish customer relationships and trust.
• Applying and utilize knowledge gained from industry/product expertise and technical understanding to quickly identify issues and render solutions.
• Always providing an outstanding customer experience.
• Ensuring that the customer inquiries and concerns are resolved in a timely manner.
• Following CX standards and procedures and suggest improvements where possible.
• Working with minimal supervision with wide latitude for independent judgement to provide the customer an exceptional customer experience.
• To understanding the context and priority of a diverse range of applications and associated support cases.
• Identifying own training needs and undertakes Hitachi Energy training programs as directed by Management.
• Following and complying with company health, safety, and environmental policies such as described in our Values in Action, the blueprint for the way we work, helps us realize our full potential, individually and as an organization.

Your background

• Proven experience ideally five years working in a Technical Support Engineer or similar role supporting enterprise software solutions.
• Experience of aspects of asset management, maintenance, and work management in asset intensive industries; specifically, power generation and transmission, utilities, transportation, mining, or public infrastructure. Desirable, but not essential.
• Understanding the development process flow, not pertaining to coding abilities.
• Experience in database technologies like Microsoft SQL Server / T-SQL Procedures; Oracle / PL/SQL Procedures.
• Experience in tools/utilities like windows and Microsoft Office 365 applications, Sales force, etc and GIT, VSTS, Azure, Jenkins, Jira.
• Knowledge in web service and XML message-based systems such as ActiveMQ, JMS.
• Experience in Microservice-based applications on Azure Service Fabric platform.
• Experience in the .NET technology stack: C#, REST Web Services, .Net Core, and Entity Framework.
• Good knowledge of the Unit and Integration testing technics and frameworks.
• Experience in Azure DevOps / Jira / Helm Knowledge of DDD, Event Sourcing, Go or python and Katalon will be an advantage.