License Support Engineer

Siemens Digital Industries Software is a global technology powerhouse. With some of the best-known brands in the world, Siemens has stood for engineering excellence, innovation, quality, and reliability for more than 175 years.

We are looking for a License Support Engineer to join our team in Cairo, Egypt.

As a Support Agent in our Licensing and Enablement group, we strive to help our customers successfully set up and license any Siemens DISW software they have purchased. Customers may contact us through our Support Website or by phone, and we respond via phone, email, or screen-sharing tools to resolve installation and licensing issues.

Most of our support work centers around FlexNet-based licensing for on-premises software, as well as credit/token-based entitlement systems for SaaS and cloud-based applications. Our Support Agents are also a key resource for software setup issues on both Windows- and Linux-based operating systems.

We frequently partner with other Support Agents when both application operation and licensing expertise are required. As the voice of our customers within Siemens DISW, we work to understand and address their challenges while building trusted, long-term relationships—because our success depends on theirs.

Responsibilities:

• Manage daily support cases by handling multiple customer requests and keeping cases active and updated until resolution.
• Support onboarding and management of SaaS and cloud-based applications.
• Assist system administrators in deploying cloud products and managing user access.
• Document all case activities to ensure accurate and complete records during and after issue resolution.
• Create technical documentation and Knowledge Articles to help customers resolve common issues via the Support Website.
• Develop and maintain expertise in FlexNet licensing and Siemens DISW’s specific licensing implementations.
• Collaborate with a globally diverse team of Support Agents by sharing knowledge and seeking assistance when needed.
• Reproduce technical issues for reporting to software developers by creating internal test cases.
• Build familiarity with the full DISW software portfolio and handle unfamiliar requests as they arise.
• Communicate effectively with individuals at varying levels of technical expertise while maintaining strong internal and external working relationships.

Qualifications:

• Bachelor’s degree in Computer Science, Computer Engineering, or Information Technology.
• Experience in Software QA, Software Support, or IT Operations.
• Significant experience with software installation and deployment.
• Expertise in system administration for Windows operating systems.
• Basic understanding of computer networking concepts.
• Strong verbal and written communication skills, with excellent active listening abilities.
• Experience working with SaaS and cloud application environments.

Additional Experience (Preferred):

• Experience with multi-factor authentication and identity and access management (IAM) systems.
• Experience in system administration of Linux operating systems.
• Working knowledge of FLEXnet licensing software.
• Demonstrated understanding of software QA or debugging techniques.
• Ability to develop scripts using Windows Batch, PowerShell, Unix Shell, Perl, Python, C, and/or SQL.
• Previous experience with EDA software applications (Mentor Pads and/or Expedition) or other Siemens DISW software products using FlexNet licensing.

We’re Siemens. A collection of over 377,000 minds building the future, one day at a time in over 200 countries. We're dedicated to equality, and we welcome applications that reflect the diversity of the communities we work in. All employment decisions at Siemens are based on qualifications, merit and business need. Bring your curiosity and creativity and help us shape tomorrow!

We offer a comprehensive reward package which includes a competitive basic salary, bonus scheme and generous holiday allowance.

Siemens is an equal opportunities employer and do not discriminate unlawfully on any grounds. We are committed to providing access and equal opportunity.