Application Support Engineer

Siemens Digital Industries Software - Mendix

Siemens Digital Industries Software is seeking a highly motivated and technically proficient Application Support Engineer to join our Mendix team. This role is ideal for an individual who demonstrates strong problem-solving capabilities, a commitment to customer success, and the ability to thrive in a dynamic, technology-driven environment.

As part of Siemens Digital Industries Software, Mendix is at the forefront of revolutionizing enterprise application development through its industry-leading low-code platform. We empower organizations to rapidly create, integrate, and deploy robust, enterprise-grade solutions. This position offers an exciting opportunity to contribute to our growing support team, providing essential technical guidance and resolution for our cutting-edge platform and applications.

What you'll be doing:

The Application Support Engineer will serve as a critical interface between our customers and the Mendix product, ensuring optimal platform utilization and customer satisfaction. Key responsibilities include:

• Customer Issue Resolution: Independently manage and resolve platform and product issues for customers, addressing challenges related to application development, deployment, and integration within the low-code environment.
• Technical Troubleshooting and Analysis: Conduct in-depth investigation, reproduction, and troubleshooting of reported issues. Identify suitable solutions or root causes within the Mendix platform infrastructure, runtime, and associated software components.
• Stakeholder Coordination: Effectively communicate reported issues and insights to Mendix R&D, Product Management, and Customer Success Managers, ensuring efficient multi-functional coordination and contributing to product improvement.
• Autonomous Decision-Making: Operate with minimal direction, exercising independent judgment and discretion to efficiently resolve customer issues and enhance their Mendix experience.
• Prioritization and Time Management: Handle workload effectively, prioritizing daily tasks based on problem severity and business impact on customer Mendix applications.
• Expectation Management: Establish and maintain clear customer expectations by adhering to Service Level Agreements and prioritizing reported incidents with transparency and professionalism.

What you'll bring:

We are seeking a candidate who possesses strong technical competence, excellent interpersonal skills, and a dedication to resolving complex challenges.

• Education: A Bachelor of Science degree in Information Systems, Engineering, Computer Science, or an equivalent combination of education and practical experience demonstrating strong analytical and technical aptitude.
• Communication Skills: Proven communication skills, both written and verbal, with the ability to articulate complex technical information clearly and concisely to diverse audiences.
• Problem-Solving Acumen: Aptitude for technology and problem-solving, coupled with robust analytical skills and a commitment to continuous learning, particularly within low-code development.
• Organizational Capabilities: Highly organized, adaptable, and capable of efficiently supervising and managing multiple tasks and customer cases concurrently within a dynamic support environment.
• Technical Proficiency/Interest: An understanding of and keen interest in programming languages (e.g., Java, JavaScript), integration concepts (APIs, web services), relational databases (SQL), and/or public Cloud technologies (e.g., AWS, Azure, Kubernetes). Experience with low-code platforms is highly advantageous.
• Customer Engagement Experience (Preferred): Prior experience in customer-facing technical support, consultancy roles, or other relevant customer service experience is preferred.
• Location Flexibility: Ability to work from our Boston office a few times per year to foster collaboration and team cohesion.