Mendix - Customer Support Technical Lead

7 days ago

Singapore SIEMENS INDUSTRY SOFTWARE PTE. LTD. Full time
Roles & Responsibilities

Mendix Technologies is seeking a skilled Technical Lead Engineer to join our Customer Support team. This role is crucial in delivering top-tier customer success by providing advanced troubleshooting, debugging, and solutions for complex technical issues escalated to the final tier of Support. As a bridge between Customer Support and R&D, you’ll partner closely with these teams to resolve critical incidents and act as a dedicated advocate for our customers within the R&D function.

This role demands expertise in Tier 3 support and software engineering to navigate the Mendix platform infrastructure and to effectively resolve and communicate complex technical issues. The right candidate will have a strong customer-focused mindset and be committed to fostering Mendix's customer-first culture.

Key Responsibilities:

  • Collaborate directly with major customers worldwide
  • Troubleshoot, debug, and recommend architectural changes or fixes within the Mendix platform or related customer implementations
  • Partner with R&D teams to identify and address platform improvements, enhancing the overall customer experience
  • Work closely with Tier 1 and Tier 2 Customer Support teams, facilitating knowledge sharing and expediting ticket resolution
  • Serve as a liaison between customers and R&D, gaining insight into customer use cases to efficiently address complex technical challenges
  • Take ownership of escalations, ensuring a seamless resolution process
  • Mentor and coach team members, contributing to team growth and expertise
  • Identify opportunities for new troubleshooting or performance analysis tools for the production operations team.
  • Participate in an after-hours on-call rotation to support critical escalations
  • Develop and improve support processes and tools in collaboration with key partners like SAP, IBM, and Siemens
  • Thrive in a dynamic, innovative team environment with extensive career development opportunities

What You Bring to Mendix:

  • A customer-centric approach, passionate about engaging with customers to resolve their challenges and advocate for their needs
  • A Bachelor’s degree in Information Systems, Engineering, Computer Science, or related field
  • 3+ years of relevant experience in a technical support environment
  • 3+ years of development experience in object-oriented programming languages (Java, C++, .Net, or JavaScript)
  • Strong analytical and problem-solving skills with a keen interest in technology
  • Ability to stay organized, adaptable, and maintain oversight of multiple responsibilities
  • Familiarity with Infrastructure as a Service; experience in mobile app development, integration, cloud infrastructure, and/or security is a plus

Why Join Mendix?

  • Work for an award-winning, industry-leading company.
  • Transform the way businesses create value with cutting-edge software solutions.
  • Gain experience with one of the fastest-growing tech companies globally.
  • Collaborate with a world-class, motivated, and goal-oriented team
  • Take ownership of impactful projects and make a meaningful contribution to customer success

Tell employers what skills you have

Troubleshooting
Customer Experience
Customer Support
Software Engineering
Career Development
Customer Success
Adaptable
Customerfocused
Advocate
Debugging
Systems Engineering
Bridge
C++
Technical Support

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