License Support Engineer

As a Support Agent in our Licensing and Enablement group, we strive to help our customers successfully set up and license any Siemens DISW software they have purchased.

Our customers may contact us through our Support Website (https://support.sw.siemens.com) or over the phone. We respond to these requests via phone, email, or screen-sharing tools as we work with customers to resolve issues related to the installation and licensing of our software.

Much of our support work centers around the FlexNet-based licensing our software uses for authorization. Our Support Agents are also excellent resources for software setup issues on computers running either Windows- or Linux-based operating systems.

We often partner with other Support Agents when knowledge of both application operation and licensing is needed to resolve a customer issue.

We are the voice of our customers to others within Siemens DISW, as we deal with the problems they encounter with our software. We strive to become trusted partners with our customers, as their success is what makes us successful.

Area of Responsibility:

• Manage daily support cases by handling multiple customer requests and keeping them updated and active until they are resolved.
• Document activities for each case so that both we and the customer have the pertinent information throughout and after the resolution of the issue.
• Create technical documents (Knowledge Articles) covering common issues so that customers can resolve some or all of their issues simply by visiting our Support Website.
• Develop and maintain expertise in both basic FlexNet licensing and the specifics of the Siemens DISW implementation of this licensing technology.
• Work with a globally diverse team of Support Agents, sharing your skills and seeking assistance from others as needed.
• Learn to reproduce technical issues for reporting to software developers and create internal test cases that demonstrate problems reported by customers.
• Strive to become familiar with the entire DISW software portfolio and become comfortable handling requests that you may not fully understand initially.
• Communicate with people at all levels of technical understanding, building and maintaining effective working relationships with internal and external stakeholders while resolving issues with our software portfolio.

• Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, or a related field.
• 3-5 years of experience in Software QA, Software Support, or IT Operations.
• Significant experience with software installation and deployment.
• Expertise in system administration for Windows operating systems.
• Basic understanding of computer networking requirements.
• Strong verbal and written communication skills, with excellent active listening skills.

Additional Experience:

• Experience in system administration of Linux operating systems.
• Working knowledge of FLEXnet licensing software.
• Demonstrated understanding of software QA or debugging techniques.
• Ability to develop scripts using Windows Batch, PowerShell, Unix Shell, Perl, Python, C, and/or SQL.
• Previous experience with EDA software applications (Mentor PADS and/or Expedition) or other Siemens DISW software products using FlexNet Licensing.