AHS Product Engineer II
Komatsu Ltd.4 hours ago
Tucson, AZ, USAMid Level
Responsibilities
- Provide advanced technical support for the FrontRunner Autonomous Haulage System and investigate incidents and service requests.
- Troubleshoot complex software, system, configuration, networking, database, and integration issues using logs and diagnostic data.
- Own technical issues through resolution or escalation while coordinating with regional support, engineering, development, quality assurance, and other teams.
- Support and lead FrontRunner AHS software deployments and upgrades.
- Perform system checkout, configuration verification, functional testing, and post-deployment validation.
- Develop and execute test plans and test cases and document results and identified issues.
- Create, review, and maintain release notes, installation instructions, troubleshooting procedures, checklists, and knowledge-base content.
- Identify recurring issues and improve product supportability, troubleshooting, deployment, documentation, and service quality.
- Provide technical guidance, mentoring, and knowledge transfer to Product Engineer I employees and other support personnel.
- Communicate technical findings, incident status, risks, deployment progress, and recommended actions to teams, customers, and stakeholders.
- Participate in after-hours and emergency support for AHS sites and regional teams.
- Travel to customer mine sites and regional locations for deployments, upgrades, troubleshooting, and other technical activities.
Requirements
- Bachelor’s degree in engineering, computer science, information technology, or a related technical discipline, or an equivalent combination of relevant technical education, training, and professional experience.
- Professional experience troubleshooting and supporting complex software, industrial technology, enterprise applications, or integrated technical systems.
- Experience in technical support, product support, systems engineering, application support, software testing, deployment, or a similar technical environment.
- Ability to independently investigate issues, evaluate evidence, identify likely root causes, test solutions, and determine when escalation is needed.
- Experience communicating technical information and troubleshooting activities to colleagues, customers, or other stakeholders.
- Experience creating or maintaining troubleshooting guides, installation procedures, test plans, release documentation, or knowledge-base articles.
- Working knowledge of Windows and Linux operating environments.
- Foundational understanding of computer networking, relational databases, and basic database queries.
- Ability to analyze system logs, error messages, configuration information, and other diagnostic data.
- Familiarity with structured software or systems testing and development and execution of test cases.
- Ability to follow controlled deployment, change-management, and quality-assurance procedures.
- Strong analytical, problem-solving, written, and verbal communication skills.
- Ability to work independently and as part of a multidisciplinary technical team.
- Desired qualifications include autonomous haulage, fleet management, mine-management, industrial automation, operational technology, distributed systems, SQL, network diagnostic tools, scripting, software deployment, customer acceptance, global technical teams, mine-site environments, or mentoring experience.
- Experience with Zendesk or comparable ticketing and knowledge-management platforms is beneficial.
Benefits
- Up to 25% travel is required, including international and potentially extended customer mine-site assignments.
- The role includes scheduled after-hours and emergency support rotations.
- The position supports a global, geographically distributed technical team and offers opportunities to grow technical and career skills.