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We seek a Software Engineer to lead knowledge-centered support and data reporting efforts within the PLM organization. This role combines expertise in end-user support, knowledge management, and data pipeline management to drive self-service solutions and deliver critical business insights. You will work closely with end users to understand their needs, troubleshoot issues, and build a knowledge base powered by AI and other technologies to enhance self-service support. Additionally, you will manage and optimize data pipelines, ensuring reliable, consistent, and actionable data for reporting purposes.

What will you do:

• Design, enhance, and maintain the support project queue, ensuring end users receive exceptional assistance while transitioning toward scalable self-service solutions.
• Implement and manage integrations using REST APIs and other technologies, ensuring seamless data availability across platforms for self-service and reporting.
• Troubleshoot user issues, providing expert guidance and solutions to achieve desired outcomes.
• Collaborate with knowledge management experts to develop self-service tools, including AI-powered chatbots and suggestive knowledge articles.
• Model and maintain data structures within various applications to ensure stable and efficient data pipelines.
• Work with reporting tools like EazyBI, Tableau, and Snowflake to meet end-user data needs.
• Deliver clean, efficient, and maintainable solutions, adhering to industry best practices.
• Stay updated with industry trends and tools, leveraging them to enhance our systems and processes.

What will you bring:

• 1-3 years of experience in end-user support and knowledge management.
• Hands-on experience with Atlassian tools, including Jira and Confluence.
• Familiarity with REST APIs and their practical applications.
• Strong knowledge of knowledge management and data technologies.
• Platform experience : Experience in Jira administration, including workflows, custom fields, and permissions.
• Strong troubleshooting and problem-solving skills.
• Ability to work collaboratively in fast-paced agile environments as well as independently.
• Excellent communication skills for engaging with cross-functional teams and translating business requirements into technical solutions.
• Proven ability to deliver high-quality work on time.

Following are a plus:

• Experience with knowledge management and data analysis in a support-focused role.
• Experience working with dispersed or remote teams.
• Contributions to open-source projects (a plus, but not required).
• Bachelors degree in Computer Science, Information Technology, or a related field, or equivalent work experience.