Support Services Specialist

**Job Description Summary**: We are looking for people that like to get things done and have strong troubleshooting skills.This role is customer facing as you will speak with engineers working on customer locations across the globe in various industries like energy (hydro, nuclear, solar), aeronautics, automotive, manufacturing, etc.As a Support Engineer, you will be responsible for capturing all relevant information related to the fault, troubleshoot the issue, identify a solution or workaround while constantly communicating with the customer the results of your analysis.Given that you will work in a team, there is the expectation for the team to assist you when you are unable to resolve issues, and the expectation that you will assist others on the team when needed.You will have to research and troubleshoot issues involving all aspects of the CIMPLICITY HMI/SCADA including visualization, scripting, API interfaces, device communications, network communications, logging, performance monitoring, log analysis, etc.All identified solutions must be written into a standard quality article format that is publishable on our Support Knowledge page to be used by our global support team based in Europe, Americas and Asia.**Responsibilities**:- Work with customers and services field engineers to identify and resolve problems.- Stage and replicate reported issues internally to better understand/troubleshoot them- Write up identified defects into a standard format for reporting to the Development teams for corrective actions- Maintain a steady communication cadence with the reporting customer to ensure appropriate timeliness to resolution- Assist other team members with troubleshooting in group brainstorming sessions- Document known problems for publication to the external knowledge base. In addition, update existing publications to ensure that they maintain their applicability to current environments.- Assist in testing out new releases prior to publishing them externally to customers.Basic Requirements:- Bachelor's Degree in Computer Science or “STEM” Majors (Science, Technology, Engineering and Math) with minimum 6 years of experience- Able to legally work in Mexico. This position can work remotely within Mexico.- Fluent in English and Spanish with proper written grammar and communication skills.- Experience in a support role above Service Desk level- Experience with HMI/SCADA systems including installation/configuration/concepts. Ideally pre-existing experience with CIMPLICITY and/or Tracker.- Knowledge of Windows troubleshooting, Windows Active Directory/Domain users, Windows Security and network troubleshooting**Desired Characteristics**:- Open to learn new technologies used in the IoT industry- Capable to work on Windows- Troubleshooting experience with standard communication and networking protocols including TCP/IP (v4/v6)- Strong IT skills and technical experience- Curious and driven to self-learn or research where information is not easily available or unknown- Exceptional ability to diagnose, reproduce and solve complex faults- Attention to detail and focus on rigorous testing and high-quality deliverables.- Know your way around dealing with potential angry customers while on the phone- Positive can-do attitude- Strong common sense and logical reasoning skills.- Ability to quickly reproduce a customer problem, isolate cause, and drive resolution- Willing to work in shifts- Flexible, practical, and objective approach to issues- Organized, conscientious, and adaptable in work execution- Perceptive and understanding in working with customers.- Teamwork skills**Technical Requirements**:- Experience with IIS, Windows Server- Knowledge/experience in installing and upgrading systems- Knowledge about the computer hardware, which include computer chips, circuit boards, processors, electronic equipment, etc.- Knowledge about networking, transmission, switching, broadcasting, and telecommunication working principles- Knowledge of using and working with VMware Workstation- Basic understanding of VBA, C#, VB.NET, REST, and Python scripts and basic programming languages.- Understanding and usage of SQL Server is a nice to have- Experience with SQL to write/run queries and basic database administration skills, i.e. backups and maintenance is a plus- Knowledge about principles to provide customer satisfaction by meeting quality standards- Work with customer to establish control strategies and automation details. Perform work within applicable standards, guidelines, and procedures.- Time -Management SkillsLI-ES**Additional Information**:**Relocation Assistance Provided**:NoLI-Remote - This is a remote position