Technical Application Engineer

Your mission

You will contribute to the Continuous Services mission by establishing customer satisfaction. You are the Technical application specialist for our external Support customers and a real troubleshooter guru. Your passion is to investigate root causes and resolve technical problems from various individually customized applications for our CS customers. Your biggest challenge is to be creative and help our customers as soon as possible when they are not able to run their daily business anymore, but also to propose preventive actions to avoid incidents from happening. 


Your profile

• Responsible for maintaining the technical knowledge of the customer environment.
• Responsible for updating the technical documents in the SAM knowledge base. 
• Analyze log files, provide corrective measures, and propose technical preventive solutions to the First Line team or the customer success associate. 
• “Spar” with a QS/TC/FO about technical/functional workarounds in the model in case of defining a correction due to an incident. 
• May execute hotfixes in the model on Production environments.
• Responsible for defining clear instruction (documentation and training) towards the front office team for incidents, service requests, or executing predictive maintenance.
• Responsible for maintaining an internal Reference environment.
• Contact 3rd party suppliers (e.g., DELMIA Quintiq, PTV, KPN) related to incidents or service requests. 
• Responsible to execute deployment of DELMIA Quintiq applications in the customer production environment (not QCS) to conform release instructions from the project team. 
• Provides input on new functional/technical opportunities to the Client Executive.
• Help to improve the internal and external CS processes. 
• As part of the CS team, you will have direct contact with customers around the world regarding updates to their raised incidents or service requests. 
Competence requirements: 
• Strong analytical and troubleshooting skills. 
• Persistence and pro-active attitude. 
• Creative problem-solving skills. 
• Problem management skills. 
• Customer and result oriented. 
• Excellent communication skills. 
• Highly customer and result-focused. 
• Sense of Ownership 
• Service and quality focus/mindset 
• Excellent English reading, writing, and conversation. 
• Flexible (e.g., rotational shifts). 


Why us?

This position is offered as a full-time job, where you’ll have Work From Home options (Hybrid work policy) with flexible working hours. You will be working in a state-of-the-art infrastructure in Ahmedabad, in a professional and international culture, communicating with other colleagues around the world (USA, UK & the Netherlands). We have a fun working environment with regular celebrations and other employee engagement activities. Performance is rewarded within The Logic Factory. 


Department

Continuous services

Employment Type

Permanent

Seniority

Experienced

Years Of Experience

2-5

Location

India