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.
Employment Type: Full Time, Permanent
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