Supports customers by managing and resolving technical support issues, prioritizing work based on criticality, and delivering timely root-cause analysis and software issue resolution. Maintains high levels of customer satisfaction through clear, professional communication and strong relationship management. Collaborates closely with regional, field, and global teams to ensure efficient issue resolution and appropriate escalation of critical concerns. Adheres to established support processes, quality standards, and safety requirements, while participating in after-hours support rotations and traveling to customer sites as needed.

Key Job Responsibilities

Technical Support and Issue Resolution

• Participates in the intake, triage, prioritization, and resolution of customer support tickets to ensure timely and effective outcomes.
• Accurately assesses issue criticality, business impact, and urgency to prioritize work and allocate resources appropriately.
• Performs thorough root-cause analysis and provides timely, accurate resolution of software-related issues across supported systems.
• Travels to customer sites as required to support projects, complex investigations, or persistent technical issues.
• Supports Linux-based systems, mobile field computers, and applications, including log collection and basic analysis.
• Assists with wired and wireless network installation, configuration, and troubleshooting.
• Performs hardware installation, diagnostics, repair, and replacement under established procedures.
• Monitors system health and operational performance, identifying issues and reporting risks.
• Supports deployments, upgrades, configuration changes, and persistent issue resolution activities.
• Participates in an after-hours support rotation to ensure continuity of service and issue resolution.

Customer Service Excellence

• Maintains high levels of customer satisfaction through frequent, professional, and meaningful communication via ticketing systems, email, and phone.
• Builds, develops, and sustains strong customer relationships by demonstrating technical competence, responsiveness, and accountability.

Process and Quality Management

• Consistently adheres to established support processes, procedures, and quality standards to ensure reliable and repeatable outcomes.
• Documents issues, actions, and resolutions clearly to support knowledge sharing and continuous improvement.

Collaboration and Communication

• Serves as a technical contact for customers, providing professional and timely communication via tickets, email, phone, and on-site interactions.
• Collaborates closely with regional engineers, field technicians, and global support teams to resolve issues efficiently and effectively.
• Proactively escalates and communicates critical or high-risk issues to supervisors, managers, Key Account Managers (KAMs), and relevant departments as needed.

Safety

• Maintains awareness of safety requirements and promotes safe work practices in office and mine site environments.

Qualifications/Requirements

• Bachelor’s degree or equivalent relevant experience
• Entry to intermediate experience in technical support, system deployment, or field technology roles
• Basic working knowledge of Linux and Windows environments
• Strong communication and teamwork skills
• Willingness to travel to customer sites and work in industrial environments

Additional Information

Desired Skills:

• Exposure to autonomous systems, mining technology, or industrial systems
• Foreign language (French/Spanish/Japanese)
• Basic networking or hardware experience
• Familiarity with ticketing systems, SQL, or scripting fundamentals