Global Support Engineer I

2 days ago

Tucson, AZ, USAEntry Level

Responsibilities

Provide 24x7 emergency global support and serve as the first point of contact for level-3 escalations from regional support teams.
Validate, reproduce, troubleshoot, and resolve product issues in laboratory and production environments within defined SLA timelines.
Diagnose root causes, develop workarounds, provide reproduction details to development teams, and reduce escalations to product engineers.
Assist with deployments, configuration, validation, restoration, and updates on mobile mining equipment, servers, office computers, and customer systems.
Assist with testing, release activities, first commercial installations, and documentation reviews for new product releases.
Provide technical support and customer service through support tickets and other customer interactions.
Conduct root-cause analysis, contribute to knowledge bases, identify product improvements, and suggest ways to reduce support tickets.
Provide internal training on system installation, usage, and maintenance.
Collaborate across business units and maintain compliance with legislative, company, customer-site, and safety requirements.

Bachelor’s degree in computer science, engineering, or 2–3 years of equivalent work experience.
Strong analytical, problem-solving, time-management, organizational, communication, and customer-service skills.
Ability to work autonomously, balance multiple priorities, meet deadlines, and remain calm in stressful situations.
Experience with Windows and Linux operating systems, user security and rights management, command-line environments, and basic network configuration and troubleshooting.
Knowledge of firewalls, NAT, routing rules, TCP/IP, SQL, and reporting platforms such as SSRS and Power BI.
Basic experience with Kotlin, Java, shell, Bash, PowerShell, batch, or Python scripting and programming languages.
Preferred: 1+ years in a technical support role and experience with mining, Microsoft IoT Edge, IoT Hub, Kubernetes storage, Windows Server, SQL administration, Linux administration, Kafka, Postgres, Grafana, Prometheus, CI/CD, Azure DevOps, Azure, Docker, and Kubernetes.
Preferred: knowledge of DevOps strategies and methods, containers, orchestration platforms, networking, security, system performance monitoring, package management, filesystems, permissions, and system/service management.

Up to 25% travel is required.
The role includes 24x7 emergency support responsibilities.
Komatsu describes a diverse, inclusive, and equal-opportunity workplace with opportunities to grow skills and career.