Mendix - Customer Support Technical Lead

1 week ago

Singapore SIEMENS INDUSTRY SOFTWARE PTE. LTD. Full time

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.

**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

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