Company: Baker Hughes
Skills: IT - Software Development, IT - Sys Admin & Support
Education: High School/Secondary
Location: Pune, Maharashtra, India


Staff Software Engineer- End User Support

Would you enjoy developing innovative software for energy products?

Do you like working in collaborative teams and solving critical issues?

Join our Digital Solutions Team

Our Digital Solutions business provides intelligent, connected technologies to monitor and control our energy extraction assets. We provide customers with the peace of mind needed to reliably and efficiently improve their operations. Our team is building a next-generation platform of software for intelligent decisions, supporting the mission-critical requirements of customers.

Partner with the best

As a Staff Software Engineer-End User Support, You will provide direct support to end users with or without scripts/articles and tools; when needed, captures appropriate information to escalate user issues as per a defined matrix; writes/edits scripts/articles or may to improve experience for end user support engineers and customers; provides feedback to product owners on potential improvements to product(s) and/or support tools.

As a Staff Software Engineer-End User Support, you will be responsible for:

  • Be a graduate in Computer Science or Engineering, with a minimum 5-8 yrs of professional experience
  • Have good knowledge of SW QA methodologies, tools & processes & experience writing comprehensive test plans & cases.
  • Works closely with Bently Nevada RTS engineering team.
  • Query/issue resolution support to end users - internal and external, with or without scripts/KB articles and tools; when needed, captures appropriate information to escalate user issues as per a defined matrix.
  • Schedule and attend customer calls to understand problems, remote debugging and troubleshooting.
  • Involved in issue investigation (issue reproduction in inhouse environment, dump/crash, log analysis) and resolutions for BN product portfolio such as System 1, 3500/3700/2300, RangerPro, VBOnlinePro, Orbit 60, Decision Support, Enterprise Impact etc.
  • Connect with NPI teams to resolve bugs, patch/service pack creation and quality testing checks.
  • Identifies gaps, errors, and potential improvements, Writes/edits scripts/articles or may to improve experience for end user support engineers and customers.
  • Provides feedback to product owners on potential improvements to product(s) and/or support tools. Uses knowledge, skills and available resources to resolve end user issues.
  • Identifies opportunities for product and/or support tool improvement and champions with product owner(s).
  • Responsible for maintaining high customer satisfaction index and organization KPIs.
  • Collaborates with other end user support engineers to shares gained knowledge. Guide and mentor new members.
  • Self-starter - actively revisits personal and team dashboard to ensure that end user issues are resolved as quickly as possible.
  • Applies a view of customer success to all customer interactions; engages peers, supervisor, or others in network to ensure resolution of customer issues.


Fuel your passion

To be successful in this role you will:

  • Be a graduate in BE/BTech, with a minimum 8 yrs of professional experience

in engineering
  • Exposure to customer facing roles
  • Strong oral and written communication.
  • Be detail oriented, work well under stress, be able to prioritize work.
  • Multitasking abilities.
  • Passion for customers and exceptional customer management skills


Work in a way that works for you

We recognize that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

  • Starting early / finishing early
  • Starting late / finishing late
  • Working flexible hours - flexing the times you work in the day


Working with us

Our people are at the heart of what we do at Baker Hughes. We know we are better when all of our people are developed, engaged and able to bring their whole authentic selves to work. We invest in the health and well-being of our workforce, train and reward talent and develop leaders at all levels to bring out the best in each other.

Working for you

Our inventions have revolutionized energy for over a century. But to keep going forward tomorrow, we know we have to push the boundaries today. We prioritize rewarding those who embrace change with a package that reflects how much we value their input. Join us, and you can expect:

  • Contemporary work-life balance policies and wellbeing activities
  • Comprehensive private medical care options
  • Safety net of life insurance and disability programs
  • Tailored financial programs
  • Additional elected or voluntary benefits


About Us

With operations in over 120 countries, we provide better solutions for our customers and richer opportunities for our people. As a leading partner to the energy industry, we're committed to achieving net-zero carbon emissions by 2050 and we're always looking for the right people to help us get there. People who are as passionate as we are about making energy safer, cleaner and more efficient.

Join Us

Are you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients? Come join us and grow with a team of people who will energize and inspire you!

About Us:
With operations in over 120 countries, we provide better solutions for our customers and richer opportunities for our people. As a leading partner to the energy industry, we're committed to achieving net-zero carbon emissions by 2050 and we're always looking for the right people to help us get there. People who are as passionate as we are about making energy safer, cleaner and more efficient.

Join Us:
Are you seeking an opportunity to make a real difference in a company that values innovation and progress? Join us and become part of a team of people who will challenge and inspire you! Let's come together and take energy forward.

Baker Hughes Company is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.