Support Engineer

The Company: We are Hexagon. At Hexagon, we do not just measure the world – we define its future. As the global leader in measurement technologies, we provide the confidence that vital industries rely on to build, navigate, and innovate. We bridge the physical and digital worlds with cutting-edge metrology, reality capture, and positioning solutions – making industries and cities safer, smarter, and more sustainable.

Hexagon Autonomous Solution comprises of three divisions: Agriculture, Autonomy & Positioning and Mining – Providing a breadth of perception, positioning, vehicle autonomy and site orchestration technologies to enable the full autonomous solutions for the agriculture, mining, automotive and marine sectors.

Hexagon Mining Division: One technology partner. For the life of your mine. Our mining technologies provide surveying, design, fleet management, production optimisation and collision avoidance capabilities in a single, life-of-mine solution that connects people and processes, reduces costs and improves the safety and productivity of mine sites.

The Position: Reporting to Software Support Team Lead, we are seeking a Software Support Engineer, to join APAC Technical Service & Support team, in Balikpapan. The role of the Support Engineer will look after our diverse technology portfolio through providing remote technical assistance with the quarterly site visits to a growing range of clients in the Asia-Pacific (APAC) region. This will see you join a 24/7 roster with Day & Night shift rotations

Furthermore, you will ensure Hexagon Mining technology systems at customer mine sites operate effectively and deliver tangible value to our customers mining operations. As a Software Support Engineer your responsibilities will be not limited to the following responsibilities.

Technical

Partner with the Product Development team to assist in capturing and identifying information about system issues (defects) when escalation is required

Support and maintain software deployed at remote mining sites, providing ongoing support for troubleshooting/problems solving customer may face.

Investigation and resolution of issues including performance monitoring.

Operational

Reporting and documentation requirements as required

Maintain, enhance and adhere to Hexagon Mining documentation and reporting standards, systems and processes

Representing Hexagon Mining in a helpful, professional and courteous manner at all times

Compliance with Hexagon Mining’s Workplace Health and Safety policies and procedures (and those of clients’ sites visited), participation in audits and compliance with instructions given in respect to the health and safety of himself / herself and the safety of others

Customer Service & Support

Be part of a 24/7 on call support roster to provide continuous support to customer service sites

Act as a dedicated customer support advocate and manage the technical issues for key customer accounts.

Partner with Account Managers to ensure that customer accounts are in a healthy state with the Hexagon systems they own.

About you

We are looking for an experienced/Product/Support/Software Engineer with experience within who is ready for the next step in their career, where your knowledge, skills, experience and passion can be brought to the forefront of your role.

Technical

Tertiary Qualifications in Computer Science, Computer Engineering / Electrical Engineering / Software Engineering or related fields

At least 3 years Linux system administration experience

Knowledge of C++ OR Objective-C programming languages

At least 3 years experience scripting languages (bash, perl, python etc.)

Experience with relational (PostgreSQL, Microsoft SQL Server) or NoSQL databases (MongoDB)

Prior experience within mining, ideally across Fleet Management Systems/safety system product suites

Experience working in the mining industry. Global experience desirable.

Experience with wireless networks, switches and routing would be an advantage

General

Initiative & Self driven: Able to establish own time management/routine to meet deliverables

Agility: Able to adapt to changing requirement from business or customer, proactively pivot to new directions

Customer Centric & Solution Focused: Ensure our customer service lifecycle is delivered in partnership, solution driven in our engagement

Collaborative: Build cohesive working relationships with multi-functional teams' internal/external, work in a multi located team environment.

Thrive in Dynamic Environments: Curious and proactive in navigating evolving landscapes

Working Rights: Working rights within relative country

Fluent in both indonesian and English language, verbal and written

We are committed to being a diverse workplace that mirrors the international nature of our business, with employees, customers and suppliers working across the world in more than 50 countries.

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