Support Engineer | Mining Technology

The Company: We are Hexagon. At Hexagon, we do not just measure the world – we define its future. As the global leader in measurement technologies, we provide the confidence that vital industries rely on to build, navigate, and innovate. We bridge the physical and digital worlds with cutting-edge metrology, reality capture, and positioning solutions – making industries and cities safer, smarter, and more sustainable.

Hexagon Autonomous Solution specifically delivers mining, autonomy, and high-precision positioning solutions that enable autonomous operations. Our product portfolio empowers customers to operate with confidence in challenging environments

Hexagon Mining: One technology partner. For the life of your mine. Our mining technologies provide surveying, design, fleet management, production optimisation and collision avoidance capabilities in a life-of-mine solution that connects people and processes, reduces costs and improves the safety and productivity of mine sites.

The Position: Reporting to Software Support Team Lead, we are seeking a Software Support Engineer, to join APAC Technical Service & Support team, in Balikpapan. The role of the Support Engineer will look after our diverse technology portfolio through providing remote technical assistance with the quarterly site visits to a growing range of clients in the Asia-Pacific (APAC) region.

We have 2 rosters in rotation across this team please see below;

• On call: M-F with post hours or weekend on call responsibility a 4 -6week rotation across the team
• 24/7 rotational roster day and night shift pattern where allowances will support such rotation. - 4 days on 4 days off 4 nights 4 days

Furthermore, you will ensure Hexagon Mining technology systems at customer mine sites operate effectively and deliver tangible value to our customers mining operations. As a Software Support Engineer your responsibilities will be not limited to the following responsibilities.

Technical

• Partner with the Product Development team to assist in capturing and identifying information about system issues (defects) when escalation is required
• Support and maintain software deployed at remote mining sites, providing ongoing support for troubleshooting/problems solving customer may face.
• Investigation and resolution of issues including performance monitoring.

Operational

• Reporting and documentation requirements as required
• Maintain, enhance and adhere to Hexagon Mining documentation and reporting standards, systems and processes
• Representing Hexagon Mining in a helpful, professional and courteous manner at all times
• Compliance with Hexagon Mining’s Workplace Health and Safety policies and procedures (and those of clients’ sites visited), participation in audits and compliance with instructions given in respect to the health and safety of himself / herself and the safety of others

Customer Service & Support

• Be part of on call support roster to provide continuous support to customer service sites
• Act as a dedicated customer support advocate and manage the technical issues for key customer accounts.
• Partner with Account Managers to ensure that customer accounts are in a healthy state with the Hexagon systems they own.

About you

We are looking for an experienced/Product/Support/Software Engineer with experience within who is ready for the next step in their career, where your knowledge, skills, experience and passion can be brought to the forefront of your role.

Technical

• Tertiary Qualifications in Computer Science, Computer Engineering / Electrical Engineering / Software Engineering or related fields
• Experienced in networking, (wireless networks), switches and routing, database administration, exposure with virtual machines would be desirable
• Knowledge of C++ OR Objective-C programming languages
• At least 3 years’ experience scripting languages (bash, perl, python etc.)
• Experience with relational (PostgreSQL, Microsoft SQL Server) or NoSQL databases (MongoDB)
• Experienced working in the mining industry in operational technology, ideally in FMS systems
• Fluent in Bahasa and English both written and verbal
• Valid Working Rights – pertaining to local Indonesian labour law

General

• Initiative & Self driven: Able to establish own time management/routine to meet deliverables
• Customer Centric & Solution Focused: Ensure our customer service lifecycle is delivered in partnership, solution driven in our engagement
• Thrive in Dynamic Environments: Curious and proactive in navigating evolving landscapes

Recruitment Process: Please note, we are applying a multistage interviewing model that will include video interviews, and practical exam within a Linux operating server. Applicants will be advised throughout process on such requirements. Successful candidates will be required to complete pre-employment checks prior to offer of employment

We are committed to being a diverse workplace that mirrors the international nature of our business, with employees, customers and suppliers working across the world in more than 50 countries.