Product Support Engineer

Date: Apr 9, 2024

Location:

Tucson, AZ, US, 85706

Req ID: 29506

Onsite or Remote: Onsite Position

Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics, and medical, through its many brands and subsidiaries, including Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.

We’re more than a company, and we’re a community of passionate, creative professionals striving toward a shared vision: revolutionizing the way the mining industry operates. With a presence stretching from Johannesburg to Vancouver, Sydney to Lima, you are part of a global brand that supports creativity, fosters innovation, and encourages you to think big, share ideas and be yourself.

Job Purpose

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.

Travel Requirements

This role will require up to 20% travel and will include international travel.

Job Duties and Responsibilities

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.
Provide 24x7 emergency global support.
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.
- Assist in training and dissemination of knowledge to regional support 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.
- Assess feature requests for completeness and determine if there is generic functionality to address needs.
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 advanced system and subject knowledge to look for innovative ways to reduce the quantity of support tickets created and escalated to higher levels of support. This includes driving root cause analysis, expanding knowledgebase, assisting in the creation and expansion of support tools, identifying areas for improvement within the products.

Required Skills

Bachelor’s degree in computer science, engineering, or 2-3 years equivalent experience
2+ years working in a technical support role.
Excellent time management with ability to balance multiple priorities in an organized manner.
Experience working within DevOps strategies and methods throughout the deployment and validation process.
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 knowledge of network configuration and troubleshooting (Firewall, NAT, Routing rules, TCP/IP stack protocol)
Experience working with SQL.
Knowledge of reporting platforms (SSRS, Power BI)
Experience with scripting and programming languages (Kotlin, Java, shell, bash, PowerShell, batch, Python)
Basic knowledge of and deployment experience with Kafka and Postgres.
Experience with observability/monitoring (Grafana, Prometheus).
Experience with CI/CD pipelines (Azure devops is preferred)
Experience with cloud providers (Azure is preferred)
Knowledge of containers and orchestration platforms (Docker and Kubernetes);

Desired Skills

Previous experience working in the mining industry.
Experience with Microsoft IoT Edge and IoT Hub.
Experience with production-grade storage solutions for Kubernetes.
Windows Server and SQL Administration
Linux command-line proficiency, package management, understanding of filesystems and file permissions, shell scripting, system and service management, networking, security, system performance monitoring.

Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.