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Support Engineer

Company: Wabtec Corporation
Location: Fort Worth
Posted on: May 7, 2021

Job Description:

Wabtec Corporation is a leading global provider of equipment, systems, digital solutions and value-added services for freight and transit rail. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation and Faiveley Transport, the company has unmatched digital expertise, technological innovation, and world-class manufacturing and services, enabling the digital-rail-and-transit ecosystems. Wabtec is focused on performance that drives progress, creating transportation solutions that move and improve the world. Wabtec has approximately 27,000 employees in facilities throughout the world. Visit the companys new website at: /> Its not just about your career or your job titleits about who you are and the impact you are going to make on the world. Do you want to go into uncharted watersdo things that havent been done to make yours and someone else's life better? Wabtec has been doing that for decades and we will continue to do so! Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry. Overview: The position reports directly to the Operations and Support Team Manager for Train Control Office Systems. Role Summary: The Operations Support Engineer is responsible for various inquiries, resolving product configuration and application issues for Wabtec TCOS products using a mix of technical troubleshooting and customer service skills. Our customers include engineers, developers, integrators, and end users. Responsibilities:Ensure customers success by fostering a balanced relationship that benefits both Wabtec and the customer with the goal of producing the highest level of customer support and satisfaction. Manage and deliver solutions for Incidents and service requests that meet or exceed Customer Service Level Agreements (SLAs) and Wabtec Operational Level Agreements (OLAs) In this role, you will:

  • Focus on Wabtec TCOS Application Support
  • Troubleshooting, triage and classification of incidents against the product specification and system requirements specification (SRS) for data related scope of work;
  • Single interface to systems engineering, software engineering, product, verification and validation teams during the maintenance support contractual term;
  • Perform operational level product validation and qualification testing for production releases;
  • Work with internal systems, software engineering, product and program management teams to prioritize tickets for triage, sprint and release planning for planned, unplanned and hot fixes;
  • Provide subject matter expertise for all incoming customer tickets;
  • Available to provide on-call support for production related issues including after business hours as required;
  • Collect relevant data, analyze logs, debug and troubleshoot failures before handoff to Sustaining Engineering for software development and remediation;
  • Perform relevant database and configuration setup and maintenance as required in coordination with the Data Services team;
  • Capable of Infrastructure Support and/or working with the Infrastructure Support team on the following:
  • Active migrations between servers
  • Troubleshooting network related incidents
  • Identification of performance issues
  • Architecture design and system implementation
  • Capable of providing configuration and maintenance for SQL DBMS including:
  • SQL installation & initial configuration
  • Security Audits & User Account Administration
  • Monitoring and Alerting
  • Replication and schema managementQualifications/Requirements:
    • Bachelors degree strongly preferred
    • At least 3 years of experience in a phone, e-service and onsite IT support services environment required.
    • 3+ years customer facing experience required.
    • At least 1 year supporting production environments
    • Strong analytical, troubleshooting problem-solving and root cause analysis skills Desired Characteristics:
      • Strong written and verbal communication skills, with the ability to present to different audiences and bring the message across in a concise, professional manner.
      • Prior rail operating experience a plus
      • High attention to detail and organization skills
      • Excellent client relationship management and customer support skills
      • Self-motivated, quick learner and results oriented with a clear-focus on quality Technical skills qualifications:
        • Demonstrate a strong background and familiarity with the Microsoft.NET ecosystem
        • Strong understanding of general network design principles including TCP/IP and UDP
        • Experience with network monitoring tools such as Wireshark and DataDog
        • A strong understanding of windows operating systems with focus on Windows 10 and newer.
        • A thorough knowledge of SQL DBMS with focus on SQL 2016 and newer.
        • Experience working with DBMS in a production critical environment.
        • Experience working with Red Gate or VSTS Data tools
        • Strong knowledge of replication, SQL profiler, SQL Management Studio, scripting and package administration
        • Experience working with XML Business Acumen:
          • Can identify, document and escalate ongoing customer needs.
          • Address customer concerns quickly and effectively; at times, anticipates customer concerns before they become issues.Personal Attributes:
            • Listens attentively; reads and exhibits proper body language in a collaborative setting to drive effective discussion; captures specific formation from the audience and validates it back to them for acceptance;
            • Ensures that the information was properly understood by reading verbal and non-verbal cues;
            • Asks both open and closed questions in a logical order to gather critical information.Eligibility Requirements:
              • Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job (If Visa Sponsorship is No)
              • Must be willing to travel.
              • Role can be based in Fort Worth, Melbourne Florida, or Remote. Wabtec Corporation is committed to taking on the worlds toughest challenges. In order to fulfill that commitment we rely on a culture of leadership, diversity and inclusiveness. We aim to employ the worlds brightest minds to help us create a limitless source of ideas and opportunities. We believe in hiring talented people of varied backgrounds, experiences and stylespeople like you! Wabtec Corporation is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or protected Veteran status. If you have a disability or special need that requires accommodation, please let us know. Associated topics: building code, civil, drainage, foundation design, land, microstation, remedial, soil mechanic, structural analysis, traffic

Keywords: Wabtec Corporation, Fort Worth , Support Engineer, Other , Fort Worth, Texas

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