Advanced Customer Support Engineer – Teamcenter

Job description

Role Description Siemens Digital Industries Software We are a leading global software company dedicated to the world of computer aided design, 3D modeling and simulation, helping innovative global manufacturers design better products, faster! With the resources of a large company, and the energy of a software start-up, we have fun together while crafting a world class software portfolio. Our culture encourages creativity, welcomes fresh thinking, and focuses on growth, so our people, our business, and our customers can achieve their full potential. Position Overview • We are seeking a sophisticated Customer Support Engineer to join our Global Teamcenter Customer Support organization. • This role is ideal for someone who already has a solid foundation in technical or application support and is ready to take the next step in their career. You will receive onboarding, product training, and continuous support from experienced engineers while developing deeper expertise in Siemens Teamcenter PLM Product and its supporting technologies. • As a sophisticated Support Engineer, we are looking for someone who can learn quickly, take initiative, and progress toward working independently faster than an entry-level engineer. • You will troubleshoot enterprise applications, infrastructure, configuration, integration, and performance-related issues across Linux and Windows environments. You will work directly with customers while collaborating with experienced Support Engineers, Product Development, Cloud/IT teams, and other specialists across our Global organization. • Over time, you will be expected to independently manage increasingly complex customer cases, recognize when additional expertise is needed, and actively drive investigations toward resolution. Key Responsibilities • Provide technical support for Siemens Teamcenter and its supporting technologies. • Investigate application, configuration, integration, infrastructure, and performance-related customer issues. • Analyze application logs, configuration files, diagnostic data, error messages, thread dumps, and other technical information to identify possible causes and next troubleshooting steps. • Troubleshoot issues across Linux and Windows environments, including application services, file systems, permissions, processes, connectivity, and resource utilization. • Reproduce customer-reported issues in internal environments and develop clear test scenarios. • Manage assigned customer cases and maintain ownership of investigation and communication through resolution. • Prioritize multiple cases based on severity, customer impact, and business urgency. (Knowledge of SLA’s) • Participate in technical critical issues and collaborate with senior Support Engineers, SME’s, Cloud Operations, IT, and other specialists when deeper expertise is required. • Recognize when an issue may originate outside the application layer and collect the appropriate technical evidence before engaging other teams. • Communicate investigation progress, technical findings, solutions, and next steps clearly to customers and internal stakeholders. • Document troubleshooting steps, root-cause findings, solutions, and workarounds. • Contribute to Knowledge Base articles and other reusable technical documentation. • Identify recurring issues and opportunities to improve troubleshooting processes, documentation, and customer experience. • Continuously develop technical knowledge of Teamcenter and its underlying technology stack. Required Qualifications & Skills • Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related technical field, or equivalent professional experience. • 5+ years of hands-on experience in technical support, application support, systems engineering, or a similar technical role. • Experience troubleshooting enterprise or server-based software applications. • Strong analytical and troubleshooting skills with a structured approach to technical problem solving. • Solid understanding of Linux and Windows operating systems, including command-line tools, services, processes, permissions, and file systems. • Understanding fundamental networking concepts, including TCP/IP, DNS, HTTP/HTTPS, proxies, firewalls, ports, certificates, and client/server communication. • Experience reviewing and analyzing application or system logs. • Ability to lead multiple technical issues and organize work according to priority and customer impact. • Ability and willingness to learn new technologies quickly and apply new knowledge to customer problems. • Initiative and the ability to work increasingly independently following the initial training and onboarding period. • Good judgment in recognizing when additional technical expertise or customer concern is required. • Strong written and verbal communication skills. • Professional proficiency in English is required, as English is the primary working language across our global Support and Engineering organization. • Ability to explain technical findings clearly to both technical and non-technical audiences. • Ability to collaborate effectively within a geographically distributed global team. • Ability and willingness to use AI technologies responsibly as part of day-to-day work to improve productivity, troubleshooting, documentation, and customer support outcomes. Preferred Qualifications Experience with one or more of the following is highly desirable: • Java or Java-based enterprise applications, particularly application troubleshooting. • Apache HTTP Server and web application architectures. • SQL databases (Oracle, SQL Server, PostgreSQL) • AWS or other cloud infrastructure and services. • Enterprise authentication technologies such as SAML, OAuth/OIDC, LDAP, Active Directory, or SSO. • SQL and basic database troubleshooting. • JVM configuration, heap/thread dump analysis, or Java application performance troubleshooting. • Load balancers, reverse pro