Senior Data Support Engineer at Wabtec

Who will you be working with?  Wabtec is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive, and predictive. Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry. Wabtec offers a great work environment, professional development, challenging careers, and competitive compensation. Wabtec is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law.  Our best-in-class Customer Experience team combines knowledge of customers’ networks and processes with deep domain expertise and tenured experience to deliver unparalleled network support services of our digital platform products. Here you’ll interact daily with the customer during the problem resolution process and will partner with other key stakeholders to support our customers and their operations.  How will you make a difference?    The Senior Data Support Engineer is responsible for resolving product, configuration, and application issues/questions for Wabtec solutions products. Ensure customers' success by fostering a balanced relationship that benefits both Wabtec and the customer with the goal of producing the highest level of customer support and satisfaction.  Manage and deliver solutions for Incidents and service requests that meet or exceed Customer Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).  What will your typical day look like?  • Engage with clients on day-to-day operations, attend and occasionally lead weekly calls to facilitate implementation of solutions while adhering to change control and compliance protocols.   • Collaborate with development teams to pre-produce and isolate complex issues for further analysis.  • Knowledge transfer - Author user/technical documentation and case notes. Act as a technical resource or mentor to other team members.  • Adhere to all processes and methodologies for Knowledge Centered Support.  Create knowledge content for the Knowledge base.  • Create and maintain detailed documentation for troubleshooting procedures, issue resolution, and system configurations.  • Act as escalation resource for Tier 1 support teams  • Research and troubleshoot issues involving all aspects of Wabtec 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.  • Own and manage personal caseload and perform callbacks and case follow-through as defined by the Case Management Guidelines.  • Investigate and resolve application issues by analyzing logs, identifying root causes, and implementing timely and effective solutions.  • Responsible for creating detailed Root Cause Analysis (RCA) documentation that is shared with Customers.  • Troubleshoot and identify product problems for presentation to Engineering for resolution, or disseminate appropriate information necessary to correct configuration issues.  • Participate in an on-call rotation, providing off-hours coverage for high-severity incidents, changes, and service requests.  • Works to meet or exceed all team KPIs.  • Perform data analytics and other strategies to optimize the efficiency and quality of data collected.  • Perform manual testing with an aim towards test automation.  • Interpret test results and troubleshoot testing issues. What about the work environment you will be working in?  The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic office equipment.  Wabtec works in a hybrid model, giving employees the flexibility to work remotely on Monday/Friday and in-office Tuesday/Wednesday/Thursday  You may also be asked to perform other duties outside of your function or trade, for which adequate training will be provided if necessary.  Wabtec will only employ those who are legally authorized to work in the U.S. for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable) and fitness for duty test (as applicable).