Wabtec Corporation is a leading global provider of equipment, systems, digital solutions and value-added services for freight and transit rail. Drawing on nearly four centuries of collective experience across Wabtec, GE Transportation and Faiveley Transport, the company has unmatched digital expertise, technological innovation, and world-class manufacturing and services, enabling the digital-rail-and-transit ecosystems. Wabtec is focused on performance that drives progress, creating transportation solutions that move and improve the world. Wabtec has approximately 27,000 employees in facilities throughout the world. Visit the company’s new website at: http://www.WabtecCorp.com. It’s not just about your career… or your job title…it’s about who you are and the impact you are going to make on the world. Do you want to go into uncharted waters…do things that haven’t been done to make yours and someone else's life better? Wabtec has been doing that for decades and we will continue to do so! Through our people, leadership development, services, technology and scale, Wabtec delivers better outcomes for global customers by speaking the language of industry. Job Overview: In this role you will be working as a member of sustaining engineering team for Logistics products portfolio. You will be responsible for taking care of product modules under the suite of products which serves the Short-line Railroads in US. This will be the front end for Engineering who will be closely working with the Customer Services team – accepting the issues, acknowledging them and provide a resolution. You must have a mindset of continuous improvement, in terms of efficiency of support processes and customer satisfaction. As member of a sustaining engineering team, you will work with multiple Engineering teams and Architects to highlight the common pattern of issues and suggest changes which can reduce such issues. Essential Responsibilities: Become an expert on the Logistics software product offering, you will know the edge cases, all the tricks, and how to get the most out of our products/applications Introduce automation wherever possible to stop or efficiently resolve the redundant or similar nature of issues Investigate and fix reported bugs by working closely with Engineering/Maintenance teams Obsessed with solving customer problems which are elevated to the L3 team Prepare documentation, Knowledge base articles and FAQs based on key learnings, closed cases, and product specifications Work as part of the Product Support team aligned to engineering to ensure that SLAs are met and continually improved upon Collaborate with other Global Customer Support team members on services side as well as members from cross-functional teams - including Engineering and Product Management to address complex issues Communicate and provide regular updates to Customers and Support staff on the status of their cases Work with leadership team to identify patterns in incoming cases and help improve product design & quality Basic Qualifications: Master's/bachelor’s degree in either Computer Science, Electrical & Electronics, Electronics and Telecommunication, Instrumentation or equivalent with at least 1 to 3 years of relevant experience in Java, Python or related technologies 1 years of experience in a technical development and support role for SaaS products Good technical background with hands-on experience in frontend and backend technologies involving JavaScript/React JS, Java, REST APIs, etc. Desired Characteristics: Working knowledge of programming languages like Java, Spring Boot, REST API, React/Angular JS, Docker Containerization, SQL, Relational & NoSQL Databases (PostgreSQL, MongoDB, Couchbase), Python Experience with client-side API tools (Postman, Curl, etc.) Experience with cloud-based hosting and development Knowledge of the Unix/Mac Command line and editing tools like vi and nano Ability to read through and understand PHP and/or JavaScript Ability to quickly analyze, reproduce, and summarize issues that require escalations and/or Bug Fixes Ability to learn fast and quickly diagnose potential issues Extreme attention to detail to distinguish between user error and product malfunction Passionate for delivering outstanding customer experience - responsiveness, expectation setting, escalation management Ability to collaborate cross-functionally on a global scale across cultures & geographies Experience with SDLC tools like Rally or Jira, Confluence/XWiki Strong oral and written communication skills Bonus Points: Development and/or support experience of Mobile, SaaS platform High attention to detail and proven ability to manage multiple competing priorities simultaneously Experience in using software tools such as DataDog, Kibana, Salesforce, FullStory, PagerDuty/Opsgenie Wabtec Corporation is committed to taking on the world’s toughest challenges. In order to fulfill that commitment we rely on a culture of leadership, diversity and inclusiveness. We aim to employ the world’s brightest minds to help us create a limitless source of ideas and opportunities. We believe in hiring talented people of varied backgrounds, experiences and styles…people like you! Wabtec Corporation is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or protected Veteran status. If you have a disability or special need that requires accommodation, please let us know. Want to move the world? Want to innovate and bring that innovation to life? At Wabtec, we are in the business of realizing potential – that of the transportation industry, and yours! Drawing on nearly four centuries of collective success across the vibrant portfolios of Wabtec, GE Transportation and Faiveley Transport, we offer employees hands-on opportunities all over the world to shape the future of transportation – as well as their own. Wabtec is focused on performance that drives progress, leveraging our digital expertise, technological innovation, and world-class manufacturing and services to create transportation solutions that move and improve the world. Along with our industry-leading portfolio of products and solutions for the rail and transit industries, Wabtec is a leader in mining, marine, and industrial solutions. Wabtec celebrates thinkers and doers. Our values included in the About Us page are rooted in innovation, collaboration, inclusiveness, and continuous improvement to solve our customers’ toughest challenges. Whether your talents lie in digital solution development, next-gen manufacturing, advanced service delivery, or the spectrum of business functions that support them, Wabtec literally has a world of opportunity for you across our global network. Our employees are the architects of the future. Where will you be tomorrow?