Based in Dresden, Saxony, Germany (In-office Role)
Here we grow!
Acting under the direction of the Manager, Engineering Support (Kitchener, Ontario, Canada based) the L2 Support Developer is responsible for delivering advanced technical support by diagnosing, analyzing, and fixing complex customer issues.
This role blends product and solution engineering support with hands-on development. It is pivotal in troubleshooting reported defects by analyzing available data to identify root causes, validating customer reported issues, guiding customers through advanced resolutions, developing fixes or solutions, documenting findings, and collaborating closely with internal product engineering and engineering services teams. Throughout this process, the role maintains direct customer communication and ensures timely updates and responses in alignment with SLAs.
As the Engineering Support team works locally and globally, this role works with a high degree of autonomy, applying strong technical judgment and contributing to the development and improvement of processes that enhance the global Support team's success.
KEY RESPONSIBILITIES:
* Assist in meeting service driven SLAs, both internally and customer facing.
* Monitor support queues for new issues and updates to existing support cases.
* Troubleshoot, diagnose, and fix software issues across a range of solution projects, products, customers, and competing timelines.
* Learn new languages and technologies as required to implement designs.
* Provide support to customers via support tracking system, leveraging internal resources in a timely manner. Escalate as necessary and identify risk and risk mitigation.
* Document all interactions following standard operating procedures, such as documentation of support activities, customer issues, and resolutions.
* Engage with customers and work with your team to capture requirements, design, develop, and code, then integrate applications into customer systems.
* Ability to follow design methodologies and code documentation standards.
* Design, develop, and code using C#.
* Assess the impact of proposed solutions across both the stack and external systems to ensure a successful integration.
* Resolve license activation requests
* Hand-off priority issues to global support team at end of day
REQUIRED SKILLS AND EXPEREINCE:
* Post-secondary degree in Engineering (Systems/Computer) or Computer Science, or equivalent experience.
* 3–5 years in support engineering and/or software development
* Superior problem-solving skills exercising troubleshooting skills using logs, virtual machine/test environments, utilities, and/or developing other process/tools to increase success.
* Native and/or advance level German (speaking, reading, comprehension, writing, etc.) Must have excellent technical communication in German and English (speaking, reading and writing) with the ability to effectively interact with customers and teammates in person and remote.
* Strong analytical and critical thinking; able to walk customers through logic issues.
* Ability to make sound decisions and adapt quickly in time-sensitive situations.
* Proven ability to multitask and prioritize under time-sensitive conditions.
* Strong attention to detail while rationalizing time-management priorities.
* Experience with Microsoft Dev environment including C#, Visual Studio, git and Azure Server.
* Experience with CRM/ticketing tools (Zendesk preferred).
* Skillful technical writing ability for maintaining user and/or support documentation.
* Collaborative team player across L1/L2 Support, Engineering Manager, QA, Development, as well as other Engineering departments.
* High commitment to customer success and professional demeanor.
* Capable of learning new software systems quickly.
* Ability to travel within North America, Europe and Asia if/as required.
* Use of MS ecosystem: Azure Server, Word, Excel, PowerPoint, Teams, SharePoint.
Nice to Haves
* Experience with semiconductor experience (SEMI standards), advanced manufacturing, equipment automation, or manufacturing systems.
* Experience with automation design, test automation, project management, and integration.
* Experience developing Web UI (i.e. Blazor, Angular)
HOW TO APPLY
We appreciate the interest of all applicants. Only those chosen to advance in the recruitment process will be contacted.
To learn more about our application process and other opportunities at PEER Group, please visit: peergroup.com/careers.
PEER Group is an equal opportunity employer. Employment decisions are based on ability, qualifications, and performance. We welcome inquiries from everyone and celebrate diversity in our workplace. We embrace our differences in age, ancestry, citizenship, ethnic origin, place of origin, creed, family status, marital status, disability, record of offences, sex, gender identity and expression, and sexual orientation.
If you require accommodation in completing the application process, please email recruiting@peergroup.com or call People & Culture (P&C) at 519-749-9554. If you are contacted regarding this position, please advise P&C of accommodation measures you require during the interview process. We will address these matters with respect and confidentiality.
No agencies please.
PEER GROUP CULTURE
As a group, we are focused on creating customer success while working in a supportive atmosphere filled with challenges, fun, and food. Being a part of the PEER Group community means that we:
* Value Performance, Innovation, Integrity and Compassion and demonstrate it daily.
* Enjoy coming to work each day - the people we work with, the work we do, and the flex hours.
* Love that we are encouraged to be curious, to learn, and to apply our knowledge and skills to solve hard problems and to contribute in meaningful ways, big or small.
* Genuinely care about each other and it shows by how we support each other in both the work we do and in how we hold space for and support each person in realizing their potential.
* Want every employee to succeed and are committed to providing opportunities to do so, along with providing regular and ongoing feedback, mentorship, training, and individual development plans.
* Focus on your long-term development, with more than 36% of current employees having continued their careers at PEER Group for 10 years (or more)!
* Are recognized as global experts in what we do, and constantly work to get even better.
* Value excellence, promote from within, and strive to not only do our best, but to be our best.
* Value giving back. We support our community through frequent fundraisers, with company charitable matching, and encourage our employees to give back where and as they are able.
About PEER Group
PEER Group® is the leading global supplier of innovative factory and tool automation and connectivity software for the semiconductor industry. Since our founding in 1992, we have been committed to developing best-in-class solutions that help OEMs and factories reduce their time to market, risk, and costs by solving their most challenging automation, connectivity, and SEMI Standards compliance problems. Follow PEER Group on .