Job description

In this role you will ensure the effective operation of Hexagon Mining's mine planning software and systems at customer sites, delivering tangible value to mining operations. You will provide high-level technical support, troubleshooting complex issues, and optimizing mine planning solutions to enhance safety, productivity, and efficiency. You are responsible for providing masterful troubleshooting to deliver solutions and answers to clients in a timely and accurate fashion for MineSight software worldwide. You will adhere to support schedules to ensure clients are not left waiting for answers, and work collaboratively with other members of the technical support team to serve as the primary customer contact for support and enhancements. Your responsibilities include taking ownership of customer issues, seeing them through to resolution or escalation, and participating in on-call after-hours support activities. You will follow Technical Support team processes, making recommendations for improvements where appropriate, and provide technical leadership in areas of expertise, cross-skilling with other project team members. In this role you will provide FAQs and self-service videos, and utilize customer relationships to advise the sales team of potential issues and service opportunities. You will provide effective documentation to the Product Development team, capturing information about software defects and enhancement requests, and maintain Hexagon Mining case documentation and reporting standards. You will also have the opportunity to provide client training and project assistance, requiring travel both inter-country and out of country as needed.