Global Support Engineer I

Global Support Engineer I: In this role you will be responsible for providing 24x7 emergency support through task assigned processes using code changes, updates, testing and troubleshooting methods to ensure product functionality and stability. Assist in deployments of new and existing solutions utilizing peer coaching, documentation, standards and outlined procedures on customers servers and field equipment ensuring proper installation and system functionality.

The primary objectives of this role are:

• First point of contact for support tickets escalated to level 3 Global Support by Regional Support Teams.

• Work with regional support teams to troubleshoot, diagnose and resolve or further escalate support tickets which have been escalated to level 3 Global Support.

• Reducing the quantity of support tickets escalated to Product Engineers by providing specialist services for the diagnosis and resolution of support tickets from the Regional Support Teams.

• Providing in office and onsite support to ensure the successful configuration and validation of product installations/deployments. This includes new deployments on mobile mining equipment, servers and office computers, validation of existing deployments, addition of new modules, and system updates., Each day will present you with new challenges and opportunities to test and grow your skills. As a Global Support Engineer, you’ll be responsible for:
• Collaborate and communicate across business units within MTS to achieve goals and objectives.
• Maintains compliance with all legislative, MTS and customer site policies, rules, and requirements.
• Reinforce awareness and demonstrate commitment that safety is our top priority and “zero accidents” is achievable.
• Provide 24x7 emergency global support.
• Global Support & Deployment
• Provide effective and efficient resolution of assigned product support tasks.
• Validate, reproduce, and troubleshoot product issues in lab and production environments.
• Diagnose root cause of problems and find workarounds where possible.
• Provide detailed feedback to development team related to root cause and steps to reproduce issues.
• Resolve issues within defined SLA timelines.
• Assist regional teams in deploying, troubleshooting, and restoring systems.
• Attending training provided by senior engineers and development teams.
• Assist in testing, releasing, and completing first commercial installs for new product releases.
• Assist in review of documentation for new and existing product releases.
• Provide excellent customer service and technical support through support tickets and other customer interactions.
• Maintain and improve internal communication and satisfaction through support and project tasks.
• Provide internal training on system installation, usage, and maintenance.
• Use system and subject knowledge to suggest innovative ways to reduce the quantity of support tickets created and escalated to higher levels of support. This includes driving root cause analysis, contributing to knowledgebase, identifying areas for improvement within products.

• Bachelor’s degree in computer science, engineering, or 2-3 years equivalent work experience
• Strong analytical and problem-solving skills
• Excellent time management with ability to balance multiple priorities in an organized manner.
• Ability to remain calm in stressful situations
• Ability to work autonomously, focus on assigned tasks and meet deadlines.
• Ability to maintain effective working relationships with managers, peers, and customers.
• Ability to clearly communicate technical information verbally and in writing to both technical and non-technical audiences.
• Experience working with Windows and Linux Operating Systems
• Basic configuration, and troubleshooting
• User security and rights management
• Basic exposure to command line environment.
• Basic knowledge of network configuration and troubleshooting (Firewall, NAT, Routing rules, TCP/IP stack protocol)
• Basic SQL knowledge.
• Knowledge of reporting platforms (SSRS, Power BI)
• Basic experience with scripting and programming languages (Kotlin, Java, shell, bash, PowerShell, batch, Python)

Desired Skills

• Experience working within DevOps strategies and methods throughout the deployment and validation process.
• 1+ years working in a technical support role.
• Previous experience working in the mining industry.
• Experience with Microsoft IoT Edge and IoT Hub.
• Experience with production-grade storage solutions for Kubernetes.
• Windows Server and SQL Administration
• Linux command-line proficiency, package management, understanding of filesystems and file permissions, shell scripting, system and service management, networking, security, system performance monitoring.
• Basic knowledge of and deployment experience with Kafka and Postgres.
• Experience with observability/monitoring (Grafana, Prometheus).
• Experience with CI/CD pipelines (Azure devops is preferred)
• Experience with cloud providers (Azure is preferred)
• Knowledge of containers and orchestration platforms (Docker and Kubernetes are preferred);

Diversity & Inclusion Commitment

Modular Mining Systems is the global leader in mine management technology and a wholly-owned subsidiary of Komatsu LTD. Our innovative technology powers mine operations in every corner of the globe. The products we cultivate, the solutions we engineer, and the service we deliver set us apart in the Mining Technology industry. At Modular Mining, we are committed to fostering a diverse and inclusive environment where every team member feels valued and empowered to contribute to our mission., At Komatsu we come from diverse backgrounds, with unique perspectives, experiences, and contributions.We are committed to creating a workforce that is reflective of the communities we work and live in. We believe that our people are part of our shared purpose.We are authentic, ambitious, and innovative in our pursuit of Diversity & Inclusion.United, we are on a journey towards a sustainable future that creates value together., Komatsu is a world leader in manufacturing construction, mining, forestry, and industrial heavy equipment.Founded in 1921, Komatsu has a long history of quality, reliability, innovation, and excellence.Headquartered in Tokyo, Japan, Komatsu facilities, distributors and dealers are in more than 140 countries and employ more than 60,000 people.Komatsu offers a diverse and challenging work environment, where you can grow your skills and career, and contribute to a sustainable, clean-energy future.If you are looking for a company that values your talent and potential, be a part of something big and join a team that is shaping the world!