Verified Job
IT / Software / Data Analyst
Technical Specialist or Technical Lead, PC Software
IT / Software / Data Analyst
#527620
Remote / WFH
Job Description
Job Title: Technical Specialist or Technical Lead, PC Software
We are seeking a talented Technical Specialist or Technical Lead, PC Software to join our global team at Hexagon's Autonomy & Positioning division. As a key member of our team, you will have the opportunity to work on cutting-edge technologies that make a significant impact in the industry.
The Role:
• Provide advanced technical support, resolving complex issues escalated from other support teams.
• Diagnose, troubleshoot, and resolve software problems, and conduct thorough analysis to lead continuous improvement initiatives to prevent recurring issues and improve overall customer experience.
• Manage cases escalated to product development teams by thoroughly documenting the issue, providing detailed context, and ensuring clear and timely communication between support and development teams.
• Track the progress of escalated cases, facilitate follow-up actions, and ensure that resolutions are effectively communicated back to the customer and internal stakeholders.
• Support the sales process by coordinating successful evaluations and demonstrations to increase the adoption of Hexagon A&P products and services.
• Collaborate with the development team to identify and fix bugs, to provide product design feedback, and to improve software functionality and user experience.
• Integrate new products, services, and enhancements into the support organization, including developing support materials and training support teams.
• Develop and maintain detailed technical documentation and training resources to external customers and internal Support teams, including troubleshooting guides, FAQs, Known Solutions, knowledge base articles, and videos.
• Provide training to Sales and Support teams to enhance their knowledge as well as customers as part of the post-sales support process.
Requirements:
• 3+ years of experience in a technical support role within the technology industry.
• Bachelor's degree in Geomatics Engineering or a related engineering or science discipline.
• Excellent verbal and written communication skills, with strong proficiency in delivering presentations.
• Proficiency in using ticketing systems such as Salesforce, ServiceNow, Zendesk, or similar platforms.
• Must have a valid passport and be able to travel internationally as needed.
• Must have a valid driver's license and the ability to drive.
PREFERRED QUALIFICATIONS:
• Experience using Waypoint post-processing and NovAtel Application Suite software.
• Experience with GNSS and INS systems installation and troubleshooting.
• Experience with data analysis and GNSS/INS post-processing.
• Experience integrating GNSS cards and enclosures into final applications.
• Proficiency in Python, C++, and/or C# programming languages and scripting tools.
• Experience in web-based bug tracking and project software (JIRA).
KEY SUCCESS FACTORS:
• Demonstrated ability to deliver in-person or virtual demonstrations and training.
• Performs well under pressure, especially in customer-facing situations.
• High attention to detail, strong organizational skills, and ability to prioritize effectively.
• Outgoing and energetic with exceptional interpersonal skills.
• Ability to work well both independently and in a collaborative environment.
We are seeking a talented Technical Specialist or Technical Lead, PC Software to join our global team at Hexagon's Autonomy & Positioning division. As a key member of our team, you will have the opportunity to work on cutting-edge technologies that make a significant impact in the industry.
The Role:
• Provide advanced technical support, resolving complex issues escalated from other support teams.
• Diagnose, troubleshoot, and resolve software problems, and conduct thorough analysis to lead continuous improvement initiatives to prevent recurring issues and improve overall customer experience.
• Manage cases escalated to product development teams by thoroughly documenting the issue, providing detailed context, and ensuring clear and timely communication between support and development teams.
• Track the progress of escalated cases, facilitate follow-up actions, and ensure that resolutions are effectively communicated back to the customer and internal stakeholders.
• Support the sales process by coordinating successful evaluations and demonstrations to increase the adoption of Hexagon A&P products and services.
• Collaborate with the development team to identify and fix bugs, to provide product design feedback, and to improve software functionality and user experience.
• Integrate new products, services, and enhancements into the support organization, including developing support materials and training support teams.
• Develop and maintain detailed technical documentation and training resources to external customers and internal Support teams, including troubleshooting guides, FAQs, Known Solutions, knowledge base articles, and videos.
• Provide training to Sales and Support teams to enhance their knowledge as well as customers as part of the post-sales support process.
Requirements:
• 3+ years of experience in a technical support role within the technology industry.
• Bachelor's degree in Geomatics Engineering or a related engineering or science discipline.
• Excellent verbal and written communication skills, with strong proficiency in delivering presentations.
• Proficiency in using ticketing systems such as Salesforce, ServiceNow, Zendesk, or similar platforms.
• Must have a valid passport and be able to travel internationally as needed.
• Must have a valid driver's license and the ability to drive.
PREFERRED QUALIFICATIONS:
• Experience using Waypoint post-processing and NovAtel Application Suite software.
• Experience with GNSS and INS systems installation and troubleshooting.
• Experience with data analysis and GNSS/INS post-processing.
• Experience integrating GNSS cards and enclosures into final applications.
• Proficiency in Python, C++, and/or C# programming languages and scripting tools.
• Experience in web-based bug tracking and project software (JIRA).
KEY SUCCESS FACTORS:
• Demonstrated ability to deliver in-person or virtual demonstrations and training.
• Performs well under pressure, especially in customer-facing situations.
• High attention to detail, strong organizational skills, and ability to prioritize effectively.
• Outgoing and energetic with exceptional interpersonal skills.
• Ability to work well both independently and in a collaborative environment.
