About this role
Any Siemens location in
- Ciudad de Mexico - Mexico
- Estado de Mexico - Mexico
Change the future with us!
We are looking for dedicated and talented people who tackle ever-changing challenges, customer needs, and questions from colleagues with clever concepts and creativity. We embrace change and work with curious minds re-inventing the future of work. Join us and let us focus together on what’s truly important: making lives better with new ideas and the latest technology around the world.
About the Role
We are seeking a highly motivated Customer Applications Engineer to join our global Premium Support and Application Management team. In this role, you will provide Tier 1 and Tier 2 support for Gridscale X Meter Data Management (formerly EnergyIP MDM) solutions, supporting utility customers in maintaining stable, secure, and high-performing application environments.
You will be responsible for incident management, application administration, service request fulfillment, system monitoring, configuration management, and customer engagement. Acting as a key interface between customers, product teams, and engineering organizations, you will help ensure service excellence and customer satisfaction across critical utility operations.
Key Responsibilities
Customer Support & Incident Management
- Serve as a primary point of contact for customer application support requests.
- Monitor and manage incoming tickets, emails, chats, and service portal requests.
- Investigate, diagnose, and resolve application incidents and service requests.
- Drive tickets to resolution within agreed service level agreements (SLAs).
- Provide regular customer updates and communication throughout the support lifecycle.
- Escalate and coordinate complex issues with Tier 2, Tier 3, and engineering teams.
- Support global handovers across multiple regions and time zones.
Application Management
- Administer application environments, users, permissions, and security settings.
- Perform user account provisioning, access management, and password resets.
- Monitor application health, performance, interfaces, and operational processes.
- Execute routine operational procedures and system health checks.
- Maintain application configurations and operational documentation.
- Support application availability, reliability, and performance objectives.
Problem, Change & Knowledge Management
- Identify recurring issues and contribute to root cause analysis activities.
- Create and maintain problem records and knowledge base articles.
- Support change management processes and configuration updates.
- Test and validate bug fixes, patches, enhancements, and system updates.
- Develop and improve support documentation, procedures, and standard responses.
Continuous Improvement
- Identify opportunities for operational improvements and automation.
- Support development and enhancement of ITIL-based service processes.
- Contribute to service quality initiatives and customer experience improvements.
- Participate in disaster recovery and business continuity activities when required.
Required Qualifications
Technical Experience
- Experience in application support, application management, or technical customer support roles.
- Strong understanding of enterprise software applications and operational support.
- Experience troubleshooting application, system, and integration issues.
- Familiarity with cloud and/or on-premises application environments.
- Experience using ticketing systems such as ServiceNow, Maximo, Remedy, or similar platforms.
Preferred Experience
- Knowledge of Gridscale X Meter Data Management (EnergyIP MDM).
- Experience within the utilities, energy, smart metering, or grid operations sectors.
- Understanding of SaaS, managed services, or enterprise support environments.
Service Management
- Working knowledge of ITIL practices including: Incident Management
- Problem Management
- Change Management
- Request Fulfilment
- Knowledge Management
- Configuration Management
Skills & Competencies
- Strong analytical and troubleshooting skills.
- Excellent verbal and written communication skills.
- Ability to explain technical concepts to both technical and non-technical stakeholders.
- Customer-focused mindset with a commitment to service excellence.
- Strong attention to detail and organizational skills.
- Ability to work independently and collaboratively within global teams.
- Proactive approach to identifying and resolving issues.
- Ability to manage confidential and sensitive information professionally.
Language Requirements
- Fluent English (written and spoken).
- Additional languages such as French, German are highly advantageous.
Equal Employment Opportunity Statement
Siemens is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, national origin, citizenship status, ancestry, sex, age, physical or mental disability, marital status, family responsibilities, pregnancy, genetic information, sexual orientation, gender expression, gender identity, transgender, sex stereotyping, protected veteran or military status, and other categories protected by federal, state or local law.