Senior Data Support Engineer

Wabtec•West Melbourne, FL

11h•$68,900 - $98,200•Hybrid

About The Position

Who will you be working with? Wabtec is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive, and predictive. Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry. Wabtec offers a great work environment, professional development, challenging careers, and competitive compensation. Wabtec is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law. Our best-in-class Customer Experience team combines knowledge of customers’ networks and processes with deep domain expertise and tenured experience to deliver unparalleled network support services of our digital platform products. Here you’ll interact daily with the customer during the problem resolution process and will partner with other key stakeholders to support our customers and their operations. How will you make a difference? The Senior Data Support Engineer is responsible for resolving product, configuration, and application issues/questions for Wabtec solutions products. Ensure customers' success by fostering a balanced relationship that benefits both Wabtec and the customer with the goal of producing the highest level of customer support and satisfaction.  Manage and deliver solutions for Incidents and service requests that meet or exceed Customer Service Level Agreements (SLAs) and Operational Level Agreements (OLAs). What will your typical day look like? Engage with clients on day-to-day operations, attend and occasionally lead weekly calls to facilitate implementation of solutions while adhering to change control and compliance protocols. Collaborate with development teams to pre-produce and isolate complex issues for further analysis. Knowledge transfer - Author user/technical documentation and case notes. Act as a technical resource or mentor to other team members. Adhere to all processes and methodologies for Knowledge Centered Support.  Create knowledge content for the Knowledge base. Create and maintain detailed documentation for troubleshooting procedures, issue resolution, and system configurations. Act as escalation resource for Tier 1 support teams Research and troubleshoot issues involving all aspects of Wabtec solutions, including but not limited to user interface, network and communication connectivity and performance, Cloud and on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM, and Quality. Own and manage personal caseload and perform callbacks and case follow-through as defined by the Case Management Guidelines. Investigate and resolve application issues by analyzing logs, identifying root causes, and implementing timely and effective solutions. Responsible for creating detailed Root Cause Analysis (RCA) documentation that is shared with Customers. Troubleshoot and identify product problems for presentation to Engineering for resolution, or disseminate appropriate information necessary to correct configuration issues. Participate in an on-call rotation, providing off-hours coverage for high-severity incidents, changes, and service requests. Works to meet or exceed all team KPIs. Perform data analytics and other strategies to optimize the efficiency and quality of data collected. Perform manual testing with an aim towards test automation. Interpret test results and troubleshoot testing issues. What about the work environment you will be working in? The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment. Wabtec works in a hybrid model, giving employees the flexibility to work remotely on Monday/Friday and in-office Tuesday/Wednesday/Thursday You may also be asked to perform other duties outside of your function or trade, for which adequate training will be provided if necessary. Wabtec will only employ those who are legally authorized to work in the U.S. for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable) and fitness for duty test (as applicable). Qualifications What do we want to know about you? You must have: Bachelor's Degree, STEMS preferred. (Work experience may satisfy education requirement.) Strong working knowledge of Linux, Red Hat, SQL, and/or Korn shell scripting. A minimum of 5 years of professional experience. Working knowledge of networking concepts and protocols. Minimum of 5 years of experience in a data validation position. Minimum of 5 years of experience in Manual testing. Strong SQL querying abilities. Ability to work well in a team environment and display strong interpersonal skills. Experienced in Agile methodology (Kanban, Scrum) We’d love it if you had: Critical thinker with the ability to analyze and solve complex problems. Proven experience in application support with a focus on troubleshooting and issue resolution. Excellent organizational skills with great attention to detail. Team player with strong interpersonal and communication skills. Demonstrated ability to learn quickly and adapt to new technologies and challenges. Familiarity with the railroad industry. What about the physical demands of the job? The employee will be performing work that primarily involves sitting/standing. The employee will spend a lot of time looking at a computer monitor. The employee is regularly required to talk and hear. The employee is able to travel if needed, less than 10% The employee is able to use a computer for programming and interacting with his team. The employee will be repeating motions that may include the wrists, hands , and/or fingers. The employee will be communicating with others to exchange information. Additional Information Our job titles may span more than one career level. The salary rate for this role is currently $68900-98200 The actual salary offered to a candidate may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future. More information on offered benefits, which include health, welfare, and retirement, are available at mywabtecbenefits.com. Other benefit offerings for this role may include annual bonus, if eligible. What could you accomplish in a place that puts People First? At Wabtec, it’s not just about a job - it’s about the impact you make. When our people come together, we’re Expanding the Possible by continuously improving what we do and how we do it - for our clients and each other. If you’re ready to revolutionize how the world moves for future generations, Wabtec is the place for you. Who are we? Wabtec is a leading global provider of equipment, systems, digital solutions, and value-added services for the freight and transit rail sectors. Drawing on more than 150 years of experience, we are leading the way in safety, efficiency, reliability, innovation, and productivity. Whether it’s freight, transit, ports, logistics, mining, industrial, or marine, our expertise, technologies, and people together – are accelerating the future of transportation. With roots that date back to George Westinghouse, Thomas Edison, and Louis Faiveley, Wabtec has always built technologies and implemented solutions for a variety of sectors that are critical to meeting the needs of customers and governments alike. Our global team of about 30,000 employees worldwide delivers performance that moves the world forward. We’re lifelong learners, obsessed with better. Learn more at www.WabtecCorp.com. Culture powers us and the possibilities. We believe the best ideas come from a mix of experiences and backgrounds. At Wabtec, we strive every day to create a place where everyone belongs. We’re building a culture where leadership, inclusion and your unique perspective fuel progress. We’re proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more. Need accommodation? Just let us know - we’ve got you.

Requirements

Bachelor's Degree, STEMS preferred. (Work experience may satisfy education requirement.)
Strong working knowledge of Linux, Red Hat, SQL, and/or Korn shell scripting.
A minimum of 5 years of professional experience.
Working knowledge of networking concepts and protocols.
Minimum of 5 years of experience in a data validation position.
Minimum of 5 years of experience in Manual testing.
Strong SQL querying abilities.
Ability to work well in a team environment and display strong interpersonal skills.
Experienced in Agile methodology (Kanban, Scrum)

Nice To Haves

Critical thinker with the ability to analyze and solve complex problems.
Proven experience in application support with a focus on troubleshooting and issue resolution.
Excellent organizational skills with great attention to detail.
Team player with strong interpersonal and communication skills.
Demonstrated ability to learn quickly and adapt to new technologies and challenges.
Familiarity with the railroad industry.

Responsibilities

Engage with clients on day-to-day operations, attend and occasionally lead weekly calls to facilitate implementation of solutions while adhering to change control and compliance protocols.
Collaborate with development teams to pre-produce and isolate complex issues for further analysis.
Knowledge transfer - Author user/technical documentation and case notes.
Act as a technical resource or mentor to other team members.
Adhere to all processes and methodologies for Knowledge Centered Support.
Create knowledge content for the Knowledge base.
Create and maintain detailed documentation for troubleshooting procedures, issue resolution, and system configurations.
Act as escalation resource for Tier 1 support teams
Research and troubleshoot issues involving all aspects of Wabtec solutions, including but not limited to user interface, network and communication connectivity and performance, Cloud and on- premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM, and Quality.
Own and manage personal caseload and perform callbacks and case follow-through as defined by the Case Management Guidelines.
Investigate and resolve application issues by analyzing logs, identifying root causes, and implementing timely and effective solutions.
Responsible for creating detailed Root Cause Analysis (RCA) documentation that is shared with Customers.
Troubleshoot and identify product problems for presentation to Engineering for resolution, or disseminate appropriate information necessary to correct configuration issues.
Participate in an on-call rotation, providing off-hours coverage for high-severity incidents, changes, and service requests.
Works to meet or exceed all team KPIs.
Perform data analytics and other strategies to optimize the efficiency and quality of data collected.
Perform manual testing with an aim towards test automation.
Interpret test results and troubleshoot testing issues.