Siemens Digital Industries Software is a global technology powerhouse. With some of the best-known brands in the world, Siemens has stood for engineering excellence, innovation, quality, and reliability for more than 175 years.

We're looking for a License Support Engineer to join our team in Cairo, Egypt.

As a Support Agent in our Licensing and Enablement team, your role involves assisting customers with setting up and licensing Siemens DISW software. Customers can reach out to us via our Support Website (https://support.sw.siemens.com) or by phone, and we respond using phone calls, emails, or screen-sharing tools to resolve installation and licensing issues. Our support primarily focuses on FlexNet-based licensing for software authorization, and our Support Agents are proficient in troubleshooting setup issues on both Windows and Linux operating systems.

Collaboration with other Support Agents is frequent, particularly when addressing issues that require expertise in both application operation and licensing.

Within Siemens DISW, we advocate for our customers by addressing any software-related challenges they encounter. Our ultimate aim is to establish strong partnerships with our customers, recognizing that their success contributes directly to ours.

Responsibilities:

• Manage daily support cases by handling multiple customer requests, ensuring they are kept updated and active until resolved.
• Document activities for each case to provide pertinent information during and after issue resolution for both the team and customers.
• Create technical documents (Knowledge Articles) about common issues, enabling customers to address problems by visiting our Support Website.
• Develop and maintain expertise in basic FlexNet licensing and the specific Siemens DISW implementation of this technology.
• Collaborate with a globally diverse team of support agents, sharing skills and seeking assistance when needed.
• Learn to reproduce technical issues for reporting to software developers and create internal test cases to demonstrate customer-reported problems.
• Strive to understand the entire DISW software portfolio and handle requests beyond your current knowledge.
• Communicate effectively with individuals at all levels of technical understanding, building and maintaining working relationships with both internal and external parties while resolving software issues.

Requirements:

• BS in Computer Science, Computer Engineering, or Information Technology.
• Proven experience in Software QA, Software Support, or IT Operations.
• Significant experience with software installation and deployment.
• Expertise in system administration for Windows operating systems.
• Basic understanding of computer networking requirements.
• Strong verbal and written communication skills, with excellent active listening abilities.
• Willingness to travel, if required in the future.

Preferred Qualifications:

• Experience in system administration of Linux operating systems.
• Working knowledge of FLEXnet licensing software.
• Demonstrated understanding of software QA or debugging techniques.
• Ability to develop scripts in Windows Bat, PowerShell, Unix Shell, Perl, Python, C, and/or SQL.
• Previous experience with EDA software applications (Mentor Pads and/or Expedition) or other Siemens DISW software products using FlexNet licensing.

We’re Siemens. A collection of over 377,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit and business need. Bring your curiosity and creativity and help us shape tomorrow!

We offer a comprehensive reward package which includes a competitive basic salary, bonus scheme and generous holiday allowance.

Siemens is an equal opportunities employer and do not discriminate unlawfully on any grounds. We are committed to providing access and equal opportunity.