Ensure the seamless operation of software applications by providing exceptional technical support to authorized customers and Agilent employees.
Provide prompt and effective technical support to end-users experiencing software-related issues.
Analyze, troubleshoot, and diagnose software application issues, utilizing remote support tools to assist customers in problem-solving.
Collaborate in an efficient and timely manner with product support engineering and R&D teams on escalations to resolve complex technical issues.
Create and contribute detailed documentation to a working knowledge base for common issues and their resolutions.
Provide enhancement requests and defect reporting on recurring issues for continuous improvement of the software applications.
Gather and report customer feedback on software usability and issues to improve the overall user experience.

Bachelor's degree in Computer Science, Information Technology, Laboratory Technology, or related field, or equivalent years of direct relevant work experience.
4+ years proven experience in a technical support role for Agilent or similar software applications.
Familiarity with customer support tools, ticketing systems, and remote assistance software including the use of collaborative tools and various communication platforms.
Strong understanding of software and applications working in a distributed system architecture or a web environment.
Proficient in troubleshooting techniques and methodologies.
Excellent written/verbal communication skills and excellent time management/organizational skills.
Ability to work independently and collaboratively in a remote environment.
Customer-focused with a dedication to providing exceptional support.
Analytical mindset and good problem-solving skills.
Patience and empathy when dealing with end-users.
Adaptability to learn new technologies and software applications quickly.

Application Engineer

Key skills