Advanced Customer Support Engineer – Teamcenter

Key Responsibilities

• Provide technical support for Siemens Teamcenter and its supporting technologies.
• Investigate application, configuration, integration, infrastructure, and performance-related customer issues.
• Analyze application logs, configuration files, diagnostic data, error messages, thread dumps, and other technical information to identify possible causes and next troubleshooting steps.
• Troubleshoot issues across Linux and Windows environments, including application services, file systems, permissions, processes, connectivity, and resource utilization.
• Reproduce customer-reported issues in internal environments and develop clear test scenarios.
• Manage assigned customer cases and maintain ownership of investigation and communication through resolution.
• Prioritize multiple cases based on severity, customer impact, and business urgency. (Knowledge of SLA’s)
• Participate in technical critical issues and collaborate with senior Support Engineers, SME’s, Cloud Operations, IT, and other specialists when deeper expertise is required.
• Recognize when an issue may originate outside the application layer and collect the appropriate technical evidence before engaging other teams.
• Communicate investigation progress, technical findings, solutions, and next steps clearly to customers and internal stakeholders.
• Document troubleshooting steps, root-cause findings, solutions, and workarounds.
• Contribute to Knowledge Base articles and other reusable technical documentation.
• Identify recurring issues and opportunities to improve troubleshooting processes, documentation, and customer experience.
• Continuously develop technical knowledge of Teamcenter and its underlying technology stack.

Required Qualifications & Skills

• Bachelor’s degree in Computer Science, Information Technology, Software Engineering, or a related technical field, or equivalent professional experience.
• 5+ years of hands-on experience in technical support, application support, systems engineering, or a similar technical role.
• Experience troubleshooting enterprise or server-based software applications.
• Strong analytical and troubleshooting skills with a structured approach to technical problem solving.
• Solid understanding of Linux and Windows operating systems, including command-line tools, services, processes, permissions, and file systems.
• Understanding fundamental networking concepts, including TCP/IP, DNS, HTTP/HTTPS, proxies, firewalls, ports, certificates, and client/server communication.
• Experience reviewing and analyzing application or system logs.
• Ability to lead multiple technical issues and organize work according to priority and customer impact.
• Ability and willingness to learn new technologies quickly and apply new knowledge to customer problems.
• Initiative and the ability to work increasingly independently following the initial training and onboarding period.
• Good judgment in recognizing when additional technical expertise or customer concern is required.
• Strong written and verbal communication skills.
• Professional proficiency in English is required, as English is the primary working language across our global Support and Engineering organization.
• Ability to explain technical findings clearly to both technical and non-technical audiences.
• Ability to collaborate effectively within a geographically distributed global team.
• · Ability and willingness to use AI technologies responsibly as part of day-to-day work to improve productivity, troubleshooting, documentation, and customer support outcomes.

Preferred Qualifications

• Experience with one or more of the following is highly desirable:
• Java or Java-based enterprise applications, particularly application troubleshooting.
• Apache HTTP Server and web application architectures.
• SQL databases (Oracle, SQL Server, PostgreSQL)
• AWS or other cloud infrastructure and services.
• Enterprise authentication technologies such as SAML, OAuth/OIDC, LDAP, Active Directory, or SSO.
• SQL and basic database troubleshooting.
• JVM configuration, heap/thread dump analysis, or Java application performance troubleshooting.
• Load balancers, reverse proxies, SSL/TLS certificates, and enterprise network architectures

Training and Development

What Success Looks Like

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