Global Support Engineer I

Responsibilities

• Provide 24x7 emergency global support and serve as the first point of contact for level-3 escalations from regional support teams.
• Validate, reproduce, troubleshoot, and resolve product issues in laboratory and production environments within defined SLA timelines.
• Diagnose root causes, develop workarounds, provide reproduction details to development teams, and reduce escalations to product engineers.
• Assist with deployments, configuration, validation, restoration, and updates on mobile mining equipment, servers, office computers, and customer systems.
• Assist with testing, release activities, first commercial installations, and documentation reviews for new product releases.
• Provide technical support and customer service through support tickets and other customer interactions.
• Conduct root-cause analysis, contribute to knowledge bases, identify product improvements, and suggest ways to reduce support tickets.
• Provide internal training on system installation, usage, and maintenance.
• Collaborate across business units and maintain compliance with legislative, company, customer-site, and safety requirements.

Requirements

• Bachelor’s degree in computer science, engineering, or 2–3 years of equivalent work experience.
• Strong analytical, problem-solving, time-management, organizational, communication, and customer-service skills.
• Ability to work autonomously, balance multiple priorities, meet deadlines, and remain calm in stressful situations.
• Experience with Windows and Linux operating systems, user security and rights management, command-line environments, and basic network configuration and troubleshooting.
• Knowledge of firewalls, NAT, routing rules, TCP/IP, SQL, and reporting platforms such as SSRS and Power BI.
• Basic experience with Kotlin, Java, shell, Bash, PowerShell, batch, or Python scripting and programming languages.
• Preferred: 1+ years in a technical support role and experience with mining, Microsoft IoT Edge, IoT Hub, Kubernetes storage, Windows Server, SQL administration, Linux administration, Kafka, Postgres, Grafana, Prometheus, CI/CD, Azure DevOps, Azure, Docker, and Kubernetes.
• Preferred: knowledge of DevOps strategies and methods, containers, orchestration platforms, networking, security, system performance monitoring, package management, filesystems, permissions, and system/service management.

Benefits

• Up to 25% travel is required.
• The role includes 24x7 emergency support responsibilities.
• Komatsu describes a diverse, inclusive, and equal-opportunity workplace with opportunities to grow skills and career.