Systems Support Engineer - Engineering Applications

The Systems Support Engineer for Enterprise Business Applications Engineering Tools will be the individuals supporting the different systems that host engineering applications at Intuitive that are used by engineering to develop products. This person will be a member of a team who can work with little supervision in administering systems, installing and upgrading engineering applications, resolving level 1, level 2, and level 3 problem tickets. Level 3 tickets if required will be escalated to an appropriate IT Engineering Team member in Sunnyvale. This person will interact with the IT Engineering Team and with business to understand the tool administration and usage needs respectively and will either make updates when appropriate or recommend solutions to IT Management in accordance with the IT Change Control policy. This role will work closely with the IT Engineering Team in Sunnyvale to observe the best practices and to ensure that best support is provided to the Engineering Team.

Roles and Responsibilities:

• Subject matter expert in Engineering Tools (Polarion [ALM], Windchill PDM Link [PDM], Jira, Confluence, Bitbucket Tools)
• Supporting new tools that are added to the existing tools based on the needs of the Engineering Team
• Report to IT Engineering Team Manager Sunnyvale regularly on the status of the tickets and other system administration tasks
• MUST be able respond to US, EU, and Mexico users during North American business hours
• Will manage open tickets and make sure that they are being addressed on a timely basis per the departmental SLA
• Will support all the application upgrades and enhancements that are planned

#LH-Hybrid

Requirements

• Minimum a bachelor’s degree in engineering, Computer Sciences or Information Systems or equivalent work experience
• Minimum 4 to 7 years' experience with Polarion and PTC Windchill products (PDM Link, Work Group Manager, CAD Worker, etc.,)
• Minimum 4 to 5 years of Linux experience and system administration of Engineering applications in a Linux environment
• Should have at least 3 to 4 years of hands-on experience with Polarion and Windchill
• Experience with non-CAD tools such as Kaltura (Video Management Application), Goldfire (Enterprise Search Application), Vuforia (Augmented Reality Application), a plus.
• Should have hands on experience with delivering and supporting customer focused and results-based solutions.
• Quick learner, adapt easily to change, and work on varying assignments.
• Knowledge and experience with understanding and guiding engineering lifecycle/workflow/change notices practices and approaches.
• Must be an experienced problem solver.
• Experience with end user support.
• Engineering background is a plus.
• ALM (Application Lifecycle Management) / PLM (Product Lifecycle management) / PDM (Product Data Management) domain experience a plus
• Knowledge and experience with Plug-in, Add-on and integration Tools for the engineering applications a plus
• Experience with ServiceNow, CAD Version control a plus.
• Knowledge of Agile a plus
• Experience creating dashboards using Tableau a plus.
• Training end users and creating training materials is a plus.
• Must have high-level communication skills.