Support Engineer I

The Company:
Hexagon is a global leader in digital reality solutions, combining sensor, software, and autonomous technologies. We are putting data to work to boost efficiency, productivity, quality, and safety across industrial, manufacturing, infrastructure, public sector, and mobility applications.

Our technologies are shaping the production and people-related ecosystems to become increasingly connected and autonomous - ensuring a scalable, sustainable future.

Hexagon's Mining division solves surface and underground mine challenges with proven technologies for planning, operations, and safety.

Hexagon (Nasdaq Stockholm: HEXA B) has approximately 24,000 employees in 50 countries and net sales of approximately 5.5bn USD. Learn more at hexagon.com and follow us @HexagonAB.

Purpose of Position:
The Support Engineer is responsible for deploying, supporting, and optimising critical technology systems across mining operations. This role ensures high system availability, performance, and reliability, while delivering measurable operational value to customers.

The engineer will provide both onsite and remote technical support, troubleshoot complex multi-system environments, and act as a key interface between customers, engineering, and product teams

Major Areas of Responsibility:
System Deployment & Configuration
* Design and define technical specifications for on-premise and cloud-based system architectures
* Deploy and commission servers (Linux/Windows) in both site and cloud environments (e.g. AWS, Azure)
* Configure and integrate customer systems, including bespoke customisations aligned to operational requirements
* Support integration with third-party systems (e.g. Fleet management, PowerBI, etc)

System Maintenance & Reliability
* Maintain and monitor system performance, availability, and capacity across distributed environments
* Perform proactive system health checks, patching, and upgrades
* Conduct system audits to ensure compliance with technical and customer specifications
* Implement backup, recovery, and disaster recovery procedures

Technical Support & Incident Management
* Troubleshoot and resolve complex technical issues across hardware, software, networking, and databases
* Manage and resolve customer support tickets within SLA commitments
* Participate in a 24/7 on-call support roster for critical customer operations
* Lead or contribute to root cause analysis (RCA) and implement preventive measures

Data, Reporting & Continuous Improvement
* Analyse system performance data to identify trends, risks, and optimisation opportunities
* Generate reports on system health, incidents, and KPIs
* Support continuous improvement initiatives to enhance system performance and support efficiency

Documentation & Standards
* Develop and maintain high-quality technical documentation (SOPs, configurations, installation guides, reports)
* Ensure all work aligns with company engineering standards and change management processes

Health, Safety & Compliance
* Comply with all workplace health and safety regulations, especially in mining environments

Knowledge and Experience - Required:
* Bachelor's degree in Computer Science, Software Engineering, Electrical/Electronic Engineering, or related field
* Minimum 3+ years experience in Industrial/Mining Technology, IoT platforms
* Experience managing Linux, Windows Server environments
* Strong scripting skills (e.g. Bash, Python, or Perl)
* Experience with relational databases (e.g. PostgreSQL, Microsoft SQL Server)
* Solid understanding of networking fundamentals (TCP/IP, routing, switching, wireless networks)
* Proven experience troubleshooting complex, integrated systems in production environments
* Strong communication skills in English (written and verbal)

Knowledge and Experience - Desired:
* Exposure to cloud platforms (AWS, Microsoft Azure) and hybrid architectures
* Knowledge of containerisation and virtualisation (Docker, VMware, Hyper-V)
* Experience with monitoring and observability tools (e.g. Grafana, Prometheus, Zabbix)
* Understanding of cybersecurity fundamentals (network security, access control, system hardening)
* Experience with data analytics and visualisation tools (e.g. Power BI, Tableau)
* Prior experience in customer-facing or field engineering roles
* Global or multi-site deployment experience

Travel:
* Willingness to travel regionally and internationally to customer sites
* Expected travel: ~25%
* Ability to work in remote and challenging mining environments

Hexagon is an Equal Opportunity Employer. We prohibit discrimination against any job applicant based on protected characteristics.