Customer Support Engineer

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November 4

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Switzerland Global Enterprise

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B2B • eCommerce • Export

Switzerland Global Enterprise is a national platform that provides support to companies in Switzerland to promote their products and services in international markets. The organization offers various services including market entry advice, networking opportunities, and information on trade regulations, helping Swiss businesses to successfully expand and thrive globally.

51 - 200 employees

Founded 1927

🤝 B2B

🛍️ eCommerce

📋 Description

• Serve as the initial point of contact for technical issues related to GE Proficy manufacturing software systems and applications. • Research and troubleshoot issues involving all aspects of software solutions, including but not limited to user interface, network and communication connectivity and performance, cloud and on-premise component interoperability, data collection/storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems such as ERP, PLM and Quality. • Stage and maintain local environments in order to troubleshoot and identify product problems for presentation to engineering or cloud infrastructure teams for resolution, or disseminate appropriate information necessary to correct configuration issues. • Maintain accurate records of support cases and resolutions in Salesforce & ServiceNow. • Collaborate with cross-functional teams to improve support processes and documentation. • Participate in knowledge-sharing initiatives and contribute to internal knowledge bases. • Participate in continuous improvement activities by identifying and appropriately escalating process and product quality gaps, providing solutions when possible. • Follow/establish external escalation path and effectively diffuse customer conflicts and bring to resolution. • Manage individual caseload to meet defined goals around time to solve, case age, inactivity, and utilization. • Provide advanced customer support in 24x7 environment. • May be required to work overtime, on-call or weekends. • Flexibility to provide onsite support, as needed.

🎯 Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Technology, or equivalent experience. • Effective written and oral communication skills in English. • Strong problem-solving skills and attention to detail. • Experience with ticketing systems (e.g., ServiceNow, Salesforce, Azure DevOps) and remote support tools. • Familiarity with GE Proficy MES or similar industrial software platforms preferred.

🏖️ Benefits

• Strong induction process (a dedicated 1-month ramp-up period). • Flexible working hours and a well-defined hybrid working policy. • Private Medical Insurance for you (can also be extended for family members). • Attractive financial compensations for roles involving external travels and on-site missions. • Fully customized development and training programs all throughout the year. • Increased number of vacation days, according to your work-experience, encompassed by an annual bonus payout. • Annual, performance-based, salary review. • Multiple subscriptions, discounts and vouchers available (such as Bookster subscription, corporate discount to fitness services, gift vouchers for Christmas and Easter holiday, daily meal vouchers, additional days off such as 8th of March and 3rd Easter Day and children’s benefits, including gifts for special occasions, vouchers, and events) etc.