SUPPORT ENGINEER

General Description.
The Support Engineer is tasked with supporting day-to-day operations of the automation CoE for Nissan Americas.
The role will primarily support automations to ensure stability of deployed projects.
Key Responsibilities.
1.
Technical Support.
Monitors incoming support tickets raised from business users or raised as a result from automation defects.
Troubleshoot issues related to automation tools, processes, and infrastructure.
Respond to support tickets, inquiries, and service requests in a timely and professional manner.
Diagnose and resolve technical issues through analysis, troubleshooting and collaboration with business analyst, process owners, and key stakeholders.
Determines root cause of incidents (configuration vs.
defect).
Collaborate with business analysts, developers, and other stakeholders to understand requirements and address technical challenges.
2.
Monitoring and Maintenance.
Generate and analyze support and performance metrics to ensure smooth operation and identify potential issues.
Conduct regular audits and reviews of RPA workflows to identify areas of optimization and improvement.
Implement changes and updates to RPA solutions as needed to enhance efficiency, reliability, and scalability.
Monitors process monitoring dashboards regarding logs, run-time resources, license optimization, etc.
Responds to anomalies in automation performance by triaging anomalies, identifying suspected root cause, and dispatching to pertinent support party(s).
Performs small code changes or fixes to resolve issues.
3.
Incident and change management.
Document incident details, resolutions and lessons learned for future reference through the authorized platform.
Forwards higher complexity issues to relevant teams.
Assists with production requests, like asset changes, credentials, schedule changes, etc.
Assess change requests and assess their impact on existing RPA solutions, infrastructure, and business processes, driving recommendations to the Support Lead and IS COE Lead.
4.
​Continuous Improvement.
Stay informed about emerging trends, best practices, and advancements in automation technologies.
Proactively identify opportunities for process improvement, automation, and innovation for Nissan Americas CoE.
5.
Compliance and Security.
Ensure compliance with regulatory requirements, standards and policies governing automation implementation and data privacy.
6.
Documentation.
Develop and Maintain documentation for RPA standards, best practices and troubleshooting procedures.
Create knowledge base articles and training materials for RPA users and support employees.
Ensure that documentation and Key Performance indicators are up to date and accessible to relevant stakeholders.
Education/Certifications.
Bachelor’s degree in computer science, Computer Engineering, Mathematics, or related field.
UiPath Automation Developer Associate Certification – Desirable.
Previous Work Experience 2-4 years of experience with software development and/or RPA technologies.
Experience with RPA Platforms like UiPath.
Other Knowledge, Skills and Abilities Language.
Spanish & English intermediate, Portuguese Desirable.
Must have.
Ability to analyze complex problems, identify root causes, and implement effective solutions.
Written and verbal communication skills to interact with stakeholders, gather requirements and provide technical support.
Experience with agile development and software development life cycle (SDLC) processes.
Nice to have.
Working knowledge of BI tools such as Power BI or Tableau.
Expertise with the UiPath Automation Cloud suite.
Experience with cross-regional teams.
Competencies.
Attention to detail, collaboration, teamwork, focus on results, customer orientation, negotiation and conflict management, effective communication, problem solving, planning and organization, work under pressure, adaptability, and flexibility.
Nissan (NMEX,NEdM, NRFS, NRFM y ANZEN) realiza contrataciones con base al cumplimiento del perfil de puesto en la vacante, sin distinción (ni discriminación por género, identidad y/o expresión de género, orientación sexual,) raza, color, idioma, religión, opinión política o de cualquier otra índole, origen nacional o social, posición económica, nacimiento o cualquier otra condición.
Nissan (NMEX,NEdM, NRFS, NRFM and ANZEN) hires based on the fulfillment of the job profile in the vacancy, without distinction or discrimination based on gender, gender identity and/or expression, sexual orientation, race, color, language, religion, political or any other opinion, national or social origin, economic position, birth or any other condition.
Mexico City México