Job Description

Job Summary

Support Specialist-

Role Summary

Provide specialist-level Siemens PLM/CAD support for complex incidents, recurring problems, release defects, OEM/vendor coordination, and global 3rd-level support interfaces. Support certification, rollout, and operational stability through strong RCA and knowledge management.

Key Responsibilities

• Own complex Siemens PLM/CAD incidents and recurring problem analysis through ticket, log, trace, monitoring, and installation evidence.
• Coordinate with application owners, testers, packaging, infrastructure, service desk, and vendor/OEM teams for resolution and permanent fix recommendations.
• Support release certification and rollout phases including package acceptance, readiness checks, evidence capture, and release-weekend support.
• Create RCA inputs, workaround designs, known-error articles, and L1/L2 enablement material.
• Contribute to stability reviews, trend analysis, service improvement, and governance reporting.

Generic Skills / Transferable Capability

• Advanced incident/problem management
• Log analysis, RCA, evidence collection, and knowledge management
• Endpoint/application support and packaging awareness
• ServiceNow or comparable ITSM tooling
• Scripting basics and monitoring tool awareness
• ITIL Foundation/Practitioner preferred

Customer-Specific Knowledge Areas

• Smaragd Engineering Client, Siemens NX, Teamcenter Enterprise support knowledge
• Siemens customized PLM/CAD application certification and packaging handshakes
• RDC/GEW and Citrix/remote CAD issue awareness
• Customer lab/tester/application owner support model
• Customer-specific installation validation and release evidence needs

Key Responsibilities

• Own complex Siemens PLM/CAD incidents and recurring problem analysis through ticket, log, trace, monitoring, and installation evidence.
• Coordinate with application owners, testers, packaging, infrastructure, service desk, and vendor/OEM teams for resolution and permanent fix recommendations.
• Support release certification and rollout phases including package acceptance, readiness checks, evidence capture, and release-weekend support.
• Create RCA inputs, workaround designs, known-error articles, and L1/L2 enablement material.
• Contribute to stability reviews, trend analysis, service improvement, and governance reporting.

Skill Requirements

Generic Skills / Transferable Capability

• Advanced incident/problem management
• Log analysis, RCA, evidence collection, and knowledge management
• Endpoint/application support and packaging awareness
• ServiceNow or comparable ITSM tooling
• Scripting basics and monitoring tool awareness
• ITIL Foundation/Practitioner preferred

Customer-Specific Knowledge Areas

• Smaragd Engineering Client, Siemens NX, Teamcenter Enterprise support knowledge
• Siemens customized PLM/CAD application certification and packaging handshakes
• RDC/GEW and Citrix/remote CAD issue awareness
• Customer lab/tester/application owner support model
• Customer-specific installation validation and release evidence needs

Other Requirements

1. Relevant Certifications In Siemens Plm Solutions Or Related Technologies Are Optional But Valuable.