Product Support Engineer

About the role

Wabtec Digital Mine is a growing services function within its mining technology business, delivering software, models, analytics and solutions such as Collision Avoidance Systems, Underground MWD and comms, and software and analytics to help miners improve efficiency, productivity and safety. This full-time Product Support Engineer role is based in Banyo, north Brisbane, and sits in the Program & Services team. Product Support Engineers are software troubleshooting specialists who act as a critical interface to customers, working closely with Product Management and Engineering to advocate for the customer.

Key responsibilities

• Configure systems to meet agreed customer requirements
• Test and verify the operation and performance of configured systems
• Work with the services team to ensure successful deployment of new systems
• Deliver ongoing configuration changes to customers in line with their change management requirements
• Support firmware, software and configuration updates so the system operates as required
• Provide services under Service Level Agreements or as part of projects, remotely, in the office or on site
• Own and provide technical support to customers and partners, and engage with Product Managers on quality, functionality and prioritisation

Required profile

• Industry experience in a mining environment or with mobile fleet equipment
• Tertiary degree in Engineering (Control Systems, Electronic, Mechatronic, Computer or similar) or equivalent experience
• Experience with helpdesk / ticketing applications
• Project management or coordination experience is advantageous but not essential
• Flexible work hours to accommodate different time zones, occasional travel including international regions, and a current driver's licence for customer site visits
• Background and criminal history check required for successful candidates

Required skills

• 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
• Able to read and interpret electrical wiring diagrams
• Strong problem-solving, communication and customer service skills

What we offer

• Paid birthday leave
• Rewards and recognition program
• Discounted health insurance with Medibank
• Novated leasing options
• Lifestyle discounts with Woolworths, Coles, Avis, Quest, Accor Hotels and others
• Employee Assistance Program access