Senior Software Engineer
About The Position
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. They own customer cases end-to-end, including triage, troubleshooting, resolution, documentation, and follow-up. The role involves regular communication with customers, setting expectations, and providing clear status updates and action plans. Staying up-to-date with SmartPlant/SDx technologies and guiding customers with best practices and correct resolution paths are key. The engineer will perform root-cause analysis, identify product defects, raise and track bugs, validate fixes, and contribute to knowledge articles. Participation in on-call support and mentoring junior engineers may also be required.
Requirements
- Strong logical, analytical, and problem-solving skills.
- Strong written and verbal communication, including customer-facing communication.
- Ability to work effectively both independently and in a team environment.
- Self-learning mindset, ability to pick up new modules/technologies quickly.
- Strong ownership mindset for escalations and customer-impacting incidents.
- Database skills: hands-on with Oracle and/or SQL Server.
- Strong SQL skills (queries, troubleshooting, performance investigation, basic administration concepts).
- Good knowledge of IIS (Internet Information Services) and application hosting fundamentals.
- Good knowledge of SSL/HTTPS configuration and certificates.
- Familiarity with authentication/authorization concepts and identity providers (e.g., Okta, SAML/OAuth/OIDC).
Nice To Haves
- Hands-on experience with SmartPlant Foundation and integrations with other SmartPlant Enterprise products.
- Understanding of SPF database/metadata architecture and common failure patterns.
- Knowledge of SaaS / cloud-hosted application support concepts (availability, monitoring, incident handling, deployments).
- Experience with case management tools (Salesforce) and defect tracking (AzDO).
- Ability to interpret logs/traces and tools like Fiddler/Browser DevTools/Postman.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
