Technical Support Engineer

Technical Support AnalystXylem 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 employees operating 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 TroubleshootingRespond to and resolve technical issues reported by customersDiagnose and troubleshoot hardware and software problemsProvide step-by-step instructions to customers for issue resolutionEscalate complex issues to appropriate teams or specialistsCustomer SupportProvide professional and courteous customer serviceGuide customers through product features and functionalityAddress customer inquiries and concerns in a timely mannerMaintain a positive and helpful attitude while assisting customersSystem MaintenanceMonitor and maintain system performance and availabilityConduct routine system updates and security checksTroubleshoot and resolve system errors or malfunctionsEnsure data backups are performed regularly and accuratelyDocumentation and TrainingCreate and update technical documentation for products and processesConduct training sessions for customers on product usage and troubleshootingProvide feedback and suggestions for improving product usability and functionalityKeep up-to-date with industry trends and advancements in technologyTeam CollaborationCommunicate effectively with team members and other departmentsParticipate in team meetings to discuss product updates and customer feedbackCollaborate with other technical support analysts to resolve complex issuesShare knowledge and expertise with team members to improve overall support efficiencyHigh Impact Behaviors:Continuous Professional DevelopmentCollaboration and TeamworkResults Driven PerformanceQualifications: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.