Customer Support Engineer

Job Description Summary

Join our dynamic team as a champion of customer success, driving meaningful results throughout the post-sales journey. In this role, you'll collaborate with both internal experts and external partners to resolve technical challenges, optimize system performance, and shape innovative solutions that power continuous improvement. If you thrive on tackling complex problems, delivering outstanding service, embracing the latest technologies, and advancing your career within a forward-thinking global organization at the forefront of energy transformation, we invite you to be part of our mission.

Job Description

Essential Responsibilities:

• Serve as the initial point of contact for technical issues related to GE Proficy manufacturing software systems and applications.
• Research and troubleshoot issues involving all aspects of software solutions, including but not limited to user interface, network and communication connectivity and performance, cloud and on-premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality.
• Troubleshoot and identify product problems for presentation to engineering or cloud infrastructure teams for resolution or disseminate appropriate information necessary to correct configuration issues.
• Maintain accurate records of support cases and resolutions in Salesforce & ServiceNow.
• Collaborate with cross-functional teams to improve support processes and documentation.
• Participate in knowledge-sharing initiatives and contribute to internal knowledge bases.
• Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible
• Follow/establish external escalation path and effectively diffuse customer conflicts and bring to resolution.
• Manage individual caseload to meet defined goals around time to solve, case age, inactivity, and utilization.
• Provide advanced customer support in 24x7 environment
• May be required to work overtime, on-call or weekends
• Flexibility to provide onsite support, as needed

• Bachelor's degree in Computer Science, Engineering, Information Technology, or equivalent experience.
• Able to legally work in Mexico. This position can work remotely within the cities in which this role has been advertised.
• Effective written and oral communication skills in English and Spanish.
• Strong problem-solving skills and attention to detail.
• Experience with ticketing systems (e.g., ServiceNow, Salesforce, Azure DevOps) and remote support tools.
• Familiarity with GE Proficy MES or similar industrial software platforms preferred.

• Experience in manufacturing or industrial software sector.
• Knowledge of cloud platforms (AWS, Azure) and virtualization technologies.
• Exceptional troubleshooting, customer service, and analytical skills.
• Ability to work independently with minimum direction
• Highly motivated team-player
• Ability to stay calm in pressurized situations and coach people through solving problems
• Guides the conversation in a constructive manner; asks questions to uncover the critical information required to make decisions.
• Seeks to understand problems thoroughly before implementing solutions. Asks questions to clarify requirements when ambiguities are present. Implements clean, concise solutions that address the requirements at hand.
• Fosters a strong working relationship with customer in order to generate a clear understanding of their needs and concerns; possesses ability to think from clients' perspective.

• Proficy: Plant Applications, Operations Hub, Workflow
• Databases: SQL, Postgres
• Containerization: Docker, Kubernetes
• Operation Systems: Windows, Linux
• Cloud: AWS, Splunk Observability & Search
• Web Server: Apache, IIS
• Messaging: Kafka, MQTT
• Networking, Security, SSL/TLS Certificates
• Programming: REST API, Python, Java, SQL