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Customer Success Engineer & Product Support (Grid Software)

Join Siemens to help shape the future of energy. The global energy market is undergoing rapid transformation, and Siemens is leading the charge. Our Grid Software business is at the forefront of this change, providing innovative simulation tools that enable energy providers, utilities, and grid operators to design smarter, more sustainable power systems.

We are looking for a Customer Success Engineer & Product Support Specialist who will ensure our customers achieve maximum value from our grid simulation product portfolio, including PSS SINCAL, PSSE, PSSODMS, and Gridscale X portfolio. This role is crucial for fostering long-term customer relationships through expert technical guidance, proactive support, and effective problem resolution, with a strong emphasis on optimizing product integration within their existing IT infrastructure.

This is a high-impact role with opportunities to support customers across Australia and New Zealand, as well as global markets.

Key Responsibilities:

- Provide expert technical support and troubleshooting for customers utilizing our grid simulation software, resolving complex issues and ensuring optimal product performance.
- Guide customers through product onboarding, implementation, and configuration processes, including assessing their existing IT landscape and advising on optimal product integration strategies, to ensure successful adoption.
- Collaborate closely with customers to understand their operational workflows, data management practices, and broader IT infrastructure. Identify opportunities to maximize the value of our products through effective integration and utilization within their ecosystem.
- Develop and deliver technical training sessions, workshops, and webinars for customers to enhance their proficiency and maximize product usage.
- Act as a primary technical point of contact for assigned customers, building strong relationships and understanding their evolving needs.
- Proactively monitor customer health and usage patterns, identifying opportunities for increased value or potential challenges.
- Gather, synthesize, and relay customer feedback, feature requests, and bug reports to product development and engineering teams, advocating for customer needs.
- Create and maintain comprehensive support documentation, FAQs, knowledge base articles, and best practice guides.
- Collaborate closely with product development, engineering, and solution architects to resolve escalated technical issues and contribute to product improvements.
- Support internal teams (e.g., sales, professional services) with in-depth product knowledge and common support scenarios.
- Represent Siemens at key conferences, user groups, and industry events, sharing expertise and gathering customer insights.

What We’re Looking For:

- Background in power systems engineering, electrical engineering, or a related field.
- Hands-on experience with grid simulation tools (e.g., PSS SINCAL, PSSE, PSS ODMS, or similar).
- Good understanding of enterprise IT environments, data management principles, and integration concepts (e.g., APIs, data exchange protocols, system interoperability).
- Strong communication and presentation skills, with the ability to simplify complex technical topics for diverse audiences.
- Proven experience in a technical support, customer success, product implementation, or similar post-sales role.
- Excellent problem-solving, diagnostic, and analytical skills, with an ability to analyse complex technical environments.
- A strong customer-centric approach with empathy and a commitment to customer satisfaction.
- Ability to manage multiple customer issues and priorities simultaneously.
- Willingness to travel within the ANZ region and occasionally support global opportunities.

Why Siemens?

Siemens is a globally recognised leader in grid software, trusted by energy operators in over 190 countries.

This role sits within a high-growth business at the heart of the global energy transition.

Work alongside international experts on cutting-edge digital grid projects.

Siemens offers a flexible and collaborative work environment with a strong focus on innovation and impact.

Join a company with a clear mission: enabling the reliable, sustainable, and intelligent grids of the future.

Siemens is a proud equal opportunity employer, creating a work environment of diversity and inclusion. Our diverse workforce cultivates innovation and excellence and in turn creates a workplace where our employees belong and prosper. Diversity and inclusion help us fully realise the potential of our people. As part of Siemens Ownership culture, Siemens also genuinely supports reasonable flexible working practices that empower our employees to best meet work and personal commitments.

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