Solution Engineer

Job Description

• Validate and manage incoming customer inquiries within response SLAs.

• Investigate and resolve incidents and defects, aiming for first-time resolution.

• Perform first-line remediation activities, such as user creation and password reset.

• Drive tickets to resolution within agreed SLAs.

• Create and update problem records and knowledge management articles in English.

• Support customers in monitoring technical operations and performance.

• Collaborate with other support tiers to resolve trouble tickets within SLAs.

• Escalate and re-prioritize tickets based on customer requests or possible SLA violations.

• Resolve tickets with final resolution statements in English.

• Coordinate with other support desks or application management teams.

• Create standard responses in English.

• Act as the main interface between customers and internal organization.

• Administer application accounts, users, and security.

• Monitor application performance and optimize where possible.

• Diagnose and resolve application problems or escalate as needed.

• Update and patch applications, modules, and interfaces.

• Identify security issues and improve policies and measures.

• Perform application health checks and execute recovery procedures if needed.

• Record and maintain changes to application configurations.

• Ensure application availability and reliability as per customer SLAs.

• Handle incident, problem, configuration, and knowledge management processes.

Requirements

• Bachelor's degree in Computer Science, Engineering, or related field.

• Expert knowledge of utility software applications.

• Strong communication skills to convey technical information to diverse audiences.

• Ability to work autonomously and collaboratively in a team.

• Knowledge and experience of ITIL principles.

• Excellent verbal and written communication skills.

• Experience with ticketing systems like ServiceNow, Maximo, Remedy, etc.

• Multilingual language skills are advantageous, with native proficiency in English.

• Technical skills to provide solutions for technical inquiries.

• Service-oriented mindset to ensure exceptional customer experience.

• Understanding of customer needs and ability to support solutions accordingly.

• Proactive attitude in addressing customer requirements.

• Ability to handle sensitive and confidential information.

• Attention to detail, fast learner, and excellent communication skills.

Requirements
5+ years of hands-on Siemens S7 experience — specifically S7-300 programming, diagnostics, and data block structure via Step 7 Classic or TIA Portal Profibus DP fluency — able to diagnose bus faults, read GSD device profiles, identify slave addresses, and recover from "MP Bus Blackout"-class faults without vendor support WinCC Flexible proficiency — able to navigate and extract tag configuration, alarm classes, and screen logic from an existing compiled WinCC Flexible project OPC UA implementation experience — via any of: Siemens Industrial PC OPC Server, KEPServerEX, open62541, or a Snap7-based Linux gateway solution Industrial networking — OT/IT convergence, unmanaged Profibus topology vs. managed Ethernet, VLAN design, and understanding of where IT security policy collides with OT real-time requirements Ability to independently read and produce electrical schematics, PLC I/O mapping sheets, drive parameter tables, and field device wiring diagrams Comfortable working on an active, high-visibility public-facing site in Qatar — able to obtain Qatar SafePass, site-specific HSE inductions, and work under the relevant site access protocols Fluent English — can write clear technical documentation and communicate directly with European OEM contractors, a remote software development team, and the client's facilities management team