Global Support Engineer

Requisition
37270
-Posted
10/19/2026

Shape the Future of Mining with Komatsu Mining Technology Solutions: At Komatsu Mining Technology Solutions, we're not just talking about progress and innovation - we're making it happen. Our cutting-edge Modular brand solutions are powering mines worldwide, driving efficiency and sustainability in ways that seemed impossible just years ago.

Modular Mining Systems is the global leader in mine management technology and a wholly-owned subsidiary of Komatsu LTD. Our innovative technology powers mine operations in every corner of the globe. The products we cultivate, the solutions we engineer, and the service we deliver set us apart in the Mining Technology industry. At Modular Mining, we are committed to fostering a diverse and inclusive environment where every team member feels valued and empowered to contribute to our mission.

Global Support Engineer I:
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 elevate 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.

Up to 25%

Each day will present you with new challenges and opportunities to test and grow your skills. As a Global Support Engineer, you’ll be responsible for:

• Collaborate and communicate across business units within MTS to achieve goals and objectives.
• Maintains 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.
• Global Support & Deployment
  • 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…