Support Engineer | Mining Technology

The Company: We are Hexagon. At Hexagon, we do not just measure the world – we define its future. As the global leader in measurement technologies, we provide the confidence that vital industries rely on to build, navigate, and innovate. We bridge the physical and digital worlds with cutting-edge metrology, reality capture, and positioning solutions – making industries and cities safer, smarter, and more sustainable.
Hexagon Autonomous Solution specifically delivers mining, autonomy, and high-precision positioning solutions that enable autonomous operations. Our product portfolio empowers customers to operate with confidence in challenging environments
Hexagon Mining: One technology partner. For the life of your mine. Our mining technologies provide surveying, design, fleet management, production optimisation and collision avoidance capabilities in a life-of-mine solution that connects people and processes, reduces costs and improves the safety and productivity of mine sites.
The Position: Reporting to Software Support Team Lead, we are seeking a Software Support Engineer, to join APAC Technical Service & Support team, in Balikpapan. The role of the Support Engineer will look after our diverse technology portfolio through providing remote technical assistance with the quarterly site visits to a growing range of clients in the Asia-Pacific (APAC) region.
We have 2 rosters in rotation across this team please see below;
On call: M-F with post hours or weekend on call responsibility a 4 -6week rotation across the team
24/7 rotational roster day and night shift pattern where allowances will support such rotation. - 4 days on 4 days off 4 nights 4 days
Furthermore, you will ensure Hexagon Mining technology systems at customer mine sites operate effectively and deliver tangible value to our customers mining operations. As a Software Support Engineer your responsibilities will be not limited to the following responsibilities.
Technical
Partner with the Product Development team to assist in capturing and identifying information about system issues (defects) when escalation is required
Support and maintain software deployed at remote mining sites, providing ongoing support for troubleshooting/problems solving customer may face.
Investigation and resolution of issues including performance monitoring.
Operational
Reporting and documentation requirements as required
Maintain, enhance and adhere to Hexagon Mining documentation and reporting standards, systems and processes
Representing Hexagon Mining in a helpful, professional and courteous manner at all times
Compliance with Hexagon Mining’s Workplace Health and Safety policies and procedures (and those of clients’ sites visited), participation in audits and compliance with instructions given in respect to the health and safety of himself / herself and the safety of others
Customer Service & Support
Be part of on call support roster to provide continuous support to customer service sites
Act as a dedicated customer support advocate and manage the technical issues for key customer accounts.
Partner with Account Managers to ensure that customer accounts are in a healthy state with the Hexagon systems they own.
About You
We are looking for an experienced/Product/Support/Software Engineer with experience within who is ready for the next step in their career, where your knowledge, skills, experience and passion can be brought to the forefront of your role.
Technical
Tertiary Qualifications in Computer Science, Computer Engineering / Electrical Engineering / Software Engineering or related fields
Experienced in networking, (wireless networks), switches and routing, database administration, exposure with virtual machines would be desirable
Knowledge of C++ OR Objective-C programming languages
At least 3 years’ experience scripting languages (bash, perl, python etc.)
Experience with relational (PostgreSQL, Microsoft SQL Server) or NoSQL databases (MongoDB)
Experienced working in the mining industry in operational technology, ideally in FMS systems
Fluent in Bahasa and English both written and verbal
Valid Working Rights – pertaining to local Indonesian labour law
General
Initiative & Self driven: Able to establish own time management/routine to meet deliverables
Customer Centric & Solution Focused: Ensure our customer service lifecycle is delivered in partnership, solution driven in our engagement
Thrive in Dynamic Environments: Curious and proactive in navigating evolving landscapes
Recruitment Process: Please note, we are applying a multistage interviewing model that will include video interviews, and practical exam within a Linux operating server. Applicants will be advised throughout process on such requirements. Successful candidates will be required to complete pre-employment checks prior to offer of employment
We are committed to being a diverse workplace that mirrors the international nature of our business, with employees, customers and suppliers working across the world in more than 50 countries.

Work arrangement
Yes