Technical Support Engineer

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employeesoperating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

The Technical Support Analyst plays a critical role in ensuring that end-users receive timely and effective technical support. This position involves diagnosing and resolving complex technical issues, providing guidance to users on the use of software and hardware, and developing and implementing support procedures. The Technical Support Analyst collaborates with cross functional teams to address technical problems, perform root cause analysis, and implement corrective actions. Additionally, this role involves training and mentoring junior support staff.

Responsibilities:
Technical Troubleshooting
• Respond to and resolve technical issues reported by customers
• Diagnose and troubleshoot hardware and software problems
• Provide step-by-step instructions to customers for issue resolution
• Escalate complex issues to appropriate teams or specialists

Customer Support
• Provide professional and courteous customer service
• Guide customers through product features and functionality
• Address customer inquiries and concerns in a timely manner
• Maintain a positive and helpful attitude while assisting customers

System Maintenance
• Monitor and maintain system performance and availability
• Conduct routine system updates and security checks
• Troubleshoot and resolve system errors or malfunctions
• Ensure data backups are performed regularly and accurately

Documentation and Training
• Create and update technical documentation for products and processes
• Conduct training sessions for customers on product usage and troubleshooting
• Provide feedback and suggestions for improving product usability and functionality
• Keep up-to-date with industry trends and advancements in technology

Team Collaboration
• Communicate effectively with team members and other departments
• Participate in team meetings to discuss product updates and customer feedback
• Collaborate with other technical support analysts to resolve complex issues
• Share knowledge and expertise with team members to improve overall support efficiency.

High Impact Behaviors:
• Continuous Professional Development: Professionals should be committed to lifelong learning, seeking out opportunities for self-improvement, and staying abreast of industry trends and best practices.
• Collaboration and Teamwork: Effective professionals understand the value of collaboration. They work well with others, contribute to team goals, and understand that diverse perspectives can lead to better solutions.
• Results Driven Performance: High performing professionals focus on delivering results. They set high standards for their own performance and are committed to achieving objectives efficiently and effectively.

Qualifications:
• A bachelor’s degree in International Business, Supply Chain Management or a related field with at least 2 years experience or equivalent work experience that provides exposure to fundamental theories, principles, and concepts.
• Strong analytical skills and proficiency in data analysis tools (e.g., Excel, SQL).
• In-depth understanding of inventory management principles and practices.
• Experience with inventory management software and systems.
• Ability to develop and implement inventory optimization strategies.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.

The estimated salary range for this position is $55k to $70k. Starting pay is dependent on multiple factors, such as skills, experience and work location, and is not typically at the top of the range.  At Xylem we offer a competitive compensation package with a generous benefit package, including Medical, Dental, Vision plans, 401(k) with company contribution, paid time off, paid parental leave and tuition reimbursement.

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Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.