Software Engineer

Overview

The Senior Support Engineer provides advanced technical software support to customers for SDx, SDx2, SmartPlant Foundation (SPF), and related applications, ensuring timely troubleshooting, root-cause analysis, and resolution.

Key Responsibilities

• Provide technical software support for SDx, SDx2, SmartPlant Foundation (SPF), and related applications.
• Own customer cases end-to-end: triage, troubleshooting, resolution, documentation, and follow-up.
• Communicate with customers regularly, set expectations, and provide clear status updates and action plans.
• Stay up to date with SmartPlant/SDx technologies and guide customers with best practices and correct resolution paths.
• Perform root-cause analysis for customer-reported issues and provide solutions/workarounds.
• Identify product defects, raise and track Azure DevOps (AzDO) bugs/work items with clear reproducible steps, logs, and impact.
• Validate fixes provided by Development and confirm resolution in customer environments where applicable.
• Perform log analysis, environment validation, configuration checks, and supportability assessments.
• Contribute to knowledge articles, known issues, and internal troubleshooting checklists.
• Participate in on-call/critical incident support as needed.
• Mentor junior engineers when required and support team objectives or Goals.