Software Technical Support Analyst - German Speaking, Product Support

Software Technical Support Analyst - German Speaking

Job Location: Barcelona, Spain | Hoofddorp, Netherlands | Madrid, Spain | Garching b. Muenchen, Germany | Swindon, United Kingdom | Warsaw, Poland

Workplace Type: Hybrid

Business Unit: ALI

Req Id: 1450

Responsibilities

Hexagon’s Asset Lifecycle Intelligence division (Hexagon) is seeking a Software Technical Support Analyst to join our team in Germany.

The Software Technical Support Analyst will provide technical assistance to external clients and Hexagon employees for the Hexagon Enterprise Asset Management application. Support engineers are expected to exceed the expectations of support clients by maintaining a can-do attitude, resolving technical issues in a timely manner, providing diligent follow-up communication, and becoming subject matter experts for Hexagon products. A customer-focused attitude, strong technical aptitude, good written and verbal communication skills, and the ability to manage multiple tasks simultaneously are all crucial to the success of a support engineer.

• Works as part of a global team to support customers by troubleshooting and resolving technically complex support issues related to Hexagon Solutions and their interfaces to meet organizational goals.
• Regularly interacts with solution development and ownership teams to investigate problems, discuss and document design issues, and provide customer feedback. Proactively keeps customers informed of how and when problems are resolved with a focus on retention and reference ability.
• Manages workload effectively following Support Procedures.
• Possesses strong interpersonal skills and effectively communicates with internal and external stakeholders.
• Accurately documents support activities and outcomes, as well as maintains knowledge base.
• Responsible for appropriate referral to other support analysts and provides feedback to Development with guidance from mentor (more senior analysts).

Education / Qualifications

• Languages: minimum of German C1 and English B1 is mandatory, any additional language is a plus.
• B.S. degree/equivalent in a Mathematics, Physics, Engineering, Computer Science or related discipline.
• At least 1 to 2 years support experience.
• Experience with SQL database systems is mandatory.
• Strong competency with Microsoft Operating Systems and Office Suite.
• Able to understand the product in depth, to prioritize issues, eager to learn.
• GIS experience is a plus.
• Experience in a customer support role is a plus.
• Oracle Database experience is a plus.
• .NET experience is a plus.
• Experience with cloud systems administration is a plus.

About Hexagon

Hexagon is a global leader in digital reality solutions, combining sensor, software and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.

Hexagon’s Asset Lifecycle Intelligence division helps clients design, construct, and operate more profitable, safe, and sustainable industrial facilities. We empower customers to unlock data, accelerate industrial project modernization and digital maturity, increase productivity, and move the sustainability needle.

Our technologies help produce actionable insights that enable better decision-making and intelligence across the asset lifecycle of industrial projects, leading to improvements in safety, quality, efficiency, and productivity, which contribute to Economic and Environmental Sustainability.

Hexagon (Nasdaq Stockholm: HEXA B) has approximately 25,000 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com and follow us @HexagonAB.

Why work for Hexagon?

At Hexagon, if you can see it, you can do it. Hexagon’s Asset Lifecycle Intelligence division puts their trust in you so that you can bring your ideas to life. We have emerged as one of the most engaged and enabled workplaces. We are committed to creating an environment that is truly supportive by providing the resources you need to fully support your ambitions, no matter who you are or where you are in the world.

Everyone is welcome

At Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.

Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.