Application Support Engineer

Siemens Digital Industries Software is seeking a highly motivated and technically proficient Application Support Engineer to join our Mendix team. This role involves managing customer issues, providing technical troubleshooting, and ensuring optimal platform utilization and customer satisfaction within the low-code environment.

Responsibilities:

• Independently manage and resolve platform and product issues for customers, addressing challenges related to application development, deployment, and integration within the low-code environment
• Conduct in-depth investigation, reproduction, and troubleshooting of reported issues. Identify suitable solutions or root causes within the Mendix platform infrastructure, runtime, and associated software components
• Effectively communicate reported issues and insights to Mendix R&D, Product Management, and Customer Success Managers, ensuring efficient multi-functional coordination and contributing to product improvement
• Operate with minimal direction, exercising independent judgment and discretion to efficiently resolve customer issues and enhance their Mendix experience
• Handle workload effectively, prioritizing daily tasks based on problem severity and business impact on customer Mendix applications
• Establish and maintain clear customer expectations by adhering to Service Level Agreements and prioritizing reported incidents with transparency and professionalism

Requirements:

• A Bachelor of Science degree in Information Systems, Engineering, Computer Science, or an equivalent combination of education and practical experience demonstrating strong analytical and technical aptitude
• Proven communication skills, both written and verbal, with the ability to articulate complex technical information clearly and concisely to diverse audiences
• Aptitude for technology and problem-solving, coupled with robust analytical skills and a commitment to continuous learning, particularly within low-code development
• Highly organized, adaptable, and capable of efficiently supervising and managing multiple tasks and customer cases concurrently within a dynamic support environment
• An understanding of and keen interest in programming languages (e.g., Java, JavaScript), integration concepts (APIs, web services), relational databases (SQL), and/or public Cloud technologies (e.g., AWS, Azure, Kubernetes). Experience with low-code platforms is highly advantageous
• Prior experience in customer-facing technical support, consultancy roles, or other relevant customer service experience is preferred
• Ability to work from our Boston office a few times per year to foster collaboration and team cohesion