Global Support Engineer

Job Location (Short):
Tucson, Arizona, USA, 85706

Requisition

In this role you will be responsible for providing 24x7 emergency support through task assigned processes using code changes, updates, testing and troubleshooting methods to ensure product functionality and stability. Assist in deployments of new and existing solutions utilizing peer coaching, documentation, standards and outlined procedures on customers servers and field equipment ensuring proper installation and system functionality.

The primary objectives of this role are:

• First point of contact for support tickets escalated to level 3 Global Support by Regional Support Teams.
• Work with regional support teams to troubleshoot, diagnose and resolve or further escalate support tickets which have been escalated to level 3 Global Support.
• Reducing the quantity of support tickets escalated to Product Engineers by providing specialist services for the diagnosis and resolution of support tickets from the Regional Support Teams.
• Providing in office and onsite support to ensure the successful configuration and validation of product installations/deployments. This includes new deployments on mobile mining equipment, servers and office computers, validation of existing deployments, addition of new modules, and system updates.

• Collaborate and communicate across business units within MTS to achieve goals and objectives.
• Maintain compliance with all legislative, MTS and customer site policies, rules, and requirements.
• Reinforce awareness and demonstrate commitment that safety is our top priority and "zero accidents" is achievable.
• Provide effective and efficient resolution of assigned product support tasks.
• Validate, reproduce, and troubleshoot product issues in lab and production environments.
• Diagnose root cause of problems and find workarounds where possible.
• Provide detailed feedback to development team related to root cause and steps to reproduce issues.
• Resolve issues within defined SLA timelines.
• Assist regional teams in deploying, troubleshooting, and restoring systems.
• Attending training provided by senior engineers and development teams.
• Assist in testing, releasing, and completing first commercial installs for new product releases.
• Assist in review of documentation for new and existing product releases.
• Provide excellent customer service and technical support through support tickets and other customer interactions.
• Maintain and improve internal communication and satisfaction through support and project tasks.
• Provide internal training on system installation, usage, and maintenance.
• Use system and subject knowledge to suggest innovative ways to reduce the quantity of support tickets created and escalated to higher levels of support. This includes driving root cause analysis, contributing to knowledgebase, identifying areas for improvement within products.

• Bachelor's degree in computer science, engineering, or 2-3 years equivalent work experience
• Strong analytical and problem‑solving skills
• Excellent time management with ability to balance multiple priorities in an organized manner.
• Ability to remain calm in stressful situations
• Ability to work autonomously, focus on assigned tasks and meet deadlines.
• Ability to maintain effective working relationships with managers, peers, and customers.
• Ability to clearly communicate technical information verbally and in writing to both technical and non‑technical audiences.
• Experience working with Windows and Linux operating systems
• Basic configuration and troubleshooting
• User security and rights management
• Basic exposure to command line environment.
• Basic knowledge of network configuration and troubleshooting (firewall, NAT, routing rules, TCP/IP stack protocol)
• Basic SOL knowledge.
• Knowledge of reporting platforms (SSRS, Power BI)
• Basic experience with scripting and programming languages (Kotlin, Java, shell, bash, Power Shell, batch, Python)

• Experience working within Dev Ops strategies and methods throughout the deployment and validation process.
• 1+ years working in a technical support role.
• Previous experience working in the mining industry.
• Experience with Microsoft…