Lead Solution Support Engineer, Services

Job Location (Short) : Madison, Alabama-USA

Workplace Type : Remote

Business Unit : ETQ

Responsibilities

• Lead a team of Solution Support Engineers driving customer engagement and performance.
• Provide our customers with world-class support when they experience issues with our products.
• Ability to work with empathy and sense of urgency to deliver solutions to meet customer needs.
• Support is available 24x7x365, which involves working in shifts and on-call rotations on weekends and holidays.
• Proactively manage a queue of support cases.
• Evaluate the performance of Support team members.
• Maintain a high level of professionalism with customers and work to establish yourself as a trusted advisor to our customer base.
• Document all customer interactions, including details of reported issues, inquiries, actions taken, and next steps.
• Collaborate cross-functionally with professional services, customer success, product management, R&D and other departments to achieve elegant solutions.
• Provide recommendations for continual improvement.
• Work alongside other engineers on the team to elevate each other's skills.
• Escalate urgent issues to appropriate internal teams.
• Creation of new and maintenance of knowledgebase articles to further customer enablement.
• Configuration and script review for reported issues to identify and recommend resolutions.
• Contribute updating relevant procedures and processes.

Education / Qualifications

About Hexagon

Hexagon is a global leader in digital reality solutions, combining sensor, software and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.

Hexagon's Asset Lifecycle Intelligence division helps clients design, construct, and operate more profitable, safe, and sustainable industrial facilities. We empower customers to unlock data, accelerate industrial project modernization and digital maturity, increase productivity, and move the sustainability needle.

Our technologies help produce actionable insights that enable better decision-making and intelligence across the asset lifecycle of industrial projects, leading to improvements in safety, quality, efficiency, and productivity, which contribute to Economic and Environmental Sustainability.

Hexagon (Nasdaq Stockholm : HEXA B) has approximately 25,000 employees in 50 countries and net sales of approximately 5.4bn EUR. Learn more at hexagon.com and follow us @HexagonAB.

Why work for Hexagon?

At Hexagon, if you can see it, you can do it. Hexagon's Asset Lifecyle Intelligence division puts their trust in you so that you can bring your ideas to life. We have emerged as one of the most engaged and enabled workplaces. We are committed to creating an environment that is truly supportive by providing the resources you need to fully support your ambitions, no matter who you are or where you are in the world.

Everyone is welcome

At Hexagon, we believe that diverse and inclusive teams are critical to the success of our people and our business. Everyone is welcome—as an inclusive workplace, we do not discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all. Respect is the cornerstone of how we operate, so speak up and be yourself. You are valued here.

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