Product Support Engineer

What are we offering you?
Paid Birthday Leave
Rewards & Recognition Program
Discounted health insurance with Medibank
Novated Leasing Options
Lifestyle discounts with Woolworths, Coles, Avis, Quest, Accor Hotels etc
Access to our Employee Assistance Program
Who will you be working with?
Wabtec Digital Mine is setting a new global industry benchmark through the delivery of innovative and reliable technology solutions to the mining industry. We help miners improve efficiency and productivity while enabling safer mining practices, through a combination of advanced software, models, analytics and solutions such as Collision Avoidance System (CAS), Underground MWD & comms, Software and Analytics.
Join our Program & Services team at Wabtec Digital Mine, a rapidly growing services function in a Mining Technology business dedicated to delivering world class services to our clients.
Where is the position located?
This is a full-time role based in Banyo on the North-side of Brisbane.
What will your typical day look like?
Product Support Engineers (PSE) are software troubleshooting focused. They are a critical interface to customers of the Digital Mine business – they are essential to customers achieving the safety and productivity outcomes needed.
You will work closely with the Product Management and Engineering teams, advocating for the customer in prioritization discussions. You will be an early adopter of new technology, with your feedback helping to shape ongoing development improvements.
Configure the system as appropriate to operate according to agreed customer requirements
Perform testing / verification of system operation and performance for configured systems
Work with services team to ensure successful deployment of new systems
Work with customers to deliver ongoing configuration changes to the system, ensuring adherence with customer change management requirements
Support firmware, software and configuration updates to ensure the system operates as required
Perform services as defined by Service Level Agreements or as part of project execution, remotely, in the office or on site as required
Own and provide technical support for our customers and partners to ensure customer satisfaction and successful outcomes
Engage with Product Managers to advocate for the customer in terms of quality, functionality and prioritization
What do we want to know about you?
Industry experience in a mining environment or with mobile fleet equipment
Experience with the use of helpdesk / ticketing applications
Project management / coordination experience
(Advantageous, however not essential) Tertiary degree in Engineering (Control Systems, Electronic, Mechatronic, Computer, or similar), or equivalent experience
Experience with Linux administration, Microsoft Server, IIS and SQL Server
Coding exposure to C, C++, Python, Java, HTML or similar
Sound knowledge of current network and communications technology
Ability to read and interpret electrical wiring diagrams
Ability to diagnose, troubleshoot, problem solve and manage resolution to technical system issues
Able to manage and prioritise simultaneous demands in accordance with agreed key performance objectives
Excellent oral and written communication skills, with a high level of attention to detail
Customer service focused, with a strong work ethic and ability to work unsupervised
Good interpersonal and teamwork skills and ability to develop effective customer relationships
Commitment to working safely and ensuring compliance with relevant policies, procedures and legislation
Other Requirements:
Flexible work hours to accommodate varying time zones
Occasional travel (including international regions)
A current driver’s license; for customer site visits
We thank all applicants for their interest; each application will receive a response.
We do not accept unsolicited contact from recruitment agencies.
Successful candidates will be required to complete background and criminal history check.

Skills
Python, Java, C++, HTML/CSS, Linux, SQL, Product Management, Project Management

Employment type
Full-time

Work arrangement
Hybrid