License Support Engineer

ctive. We foster a teamwork culture with room for individual development

Please visit https://siemensneo.com/disw/

As a Support Agent in our Licensing and Enablement group, we strive to help our customers successfully setup and license any Siemens DISW software they have purchased. Our customers may contact us through our Support Website (https://support.sw.siemens.com) or over the phone, and we respond to these requests via phone, Email, or screen sharing tools as we work with the customer to resolve issues around installation and licensing of our software. Much of our support work centers around the FlexNet based licensing our software uses for authorization. And our Support Agents are excellent resources for software setup issues on computers running either Windows or Linux based operating systems.

We often partner with other Support Agents when knowledge of both application operation and licensing is needed to resolve a customer issue.

We are the voice of our customers to others inside Siemens DISW, as we deal with the problems they encounter with our software. And we strive to become trusted partners with our customers, as their success is what makes us successful.

Area of Responsibility

• Managing Daily Support Cases by handling multiple customer requests and keeping them updated and active until they are resolved.

• Documenting activities on each case, so that we and the customer have the pertinent information about the case, during and after the resolution of the issue.

• Creating technical documents (Knowledge Articles) around common issues so that customers can address some or all their issues simply by visiting our Support Website

• Developing and maintain expertise in both basic FlexNet licensing, and the specifics of the Siemens DISW implementation of this licensing technology.

• Working with a globally diverse team of other Support Agents, sharing your skills and asking for assistance from others as needed.

• Learning to reproduce technical issues for reporting to Software developers, creating testcases internally that can show a problem a customer has reported.

• Striving to know the entire DISW software portfolio and become comfortable sometimes dealing with requests you don't fully understand.

• Communicating with others at all levels of technical understanding, building and maintaining working relationships with internal and external people as you resolve issues with our software portfolio.

Your Qualifications & Experience

The successful candidate will possess the following combination of education and experience:

• BS Computer Science/Computer Engineer/ Information Technology

• 3-5 years of experience in Software QA, Software Support, or IT Operations

• Significant experience with software Installation and Deployment

• Expertise in System Administration for Windows Operating systems

• Basic understanding of Computer networking requirements

• Strong verbal / written communication skills; excellent active listening skills

• Some travel may be required (in the future)

• Additional experience that would benefit the successful candidate:

• Experience in System Administration of Linux O/S systems

• Working knowledge of FLEXnet licensing software

• Demonstrated understanding of Software QA or debugging techniques

• Ability to develop scripts in Windows Bat, Powershell, Unix shell/perl/python, C, and/or SQL

• Previous experience with EDA software applications (Mentor Pads and/or Expedition), or other Siemens DISW software products using FlexNet Licensing

Working at Siemens Software

Why us?

Working at Siemens Software means flexibility - Choosing between working at home and the office at other times is the norm here. We offer great benefits and rewards, as you'd expect from a world leader in industrial software.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

Siemens Industry Software is an equal opportunities employer and does not discriminate unlawfully on the grounds of age, disability, gender assignment, marriage, and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or trade union membership.

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