Software Application Support Engineer

The Software / Application Support Engineer will act as the primary local support bridge between MSI and the MDK Korea team for AX PLM Global Operational Stabilization.

AX PLM is a strategic journey to redesign HL Mandos entire product development approach and evolve our capabilities at their core.

The role will be responsible for receiving and understanding user inquiries, validating incident details, assessing business impact, performing initial troubleshooting and coordinating with relevant MSI teams before escalating issues to the MDK Korea HQ team.

The position will ensure that escalations to MDK Korea are complete, technically validated and clearly documented, including relevant logs, screenshots, error details, business impact, troubleshooting performed and user information. This will minimize repeated clarification and enable the MDK Korea team to focus on expert analysis, platform-level resolution and complex AXPLM issues.

The role will also coordinate between MSI users, internal IT/Business teams and MDK Korea, ensuring timely incident follow-up, resolution tracking and knowledge transfer.

Education & Experience

• Education: B.E./B. Tech/MCA/BCA in CS, IT, Software Engineering or related field

• Preferred AXPLM-related experience:

• Experience with PLM (Product Lifecycle Management) applications or enterprise engineering applications.

• Experience supporting engineering, manufacturing, product lifecycle, BOM, change management or similar business processes.

• Experience: Minimum of 2 years of Software / Application development & support.

Main Responsibilities

• Act as the local AXPLM application support contact for MSI users.

• Receive, validate, categorize and prioritize AXPLM user inquiries and incidents.

• Understand the user's issue and business impact before escalation to MDK Korea.

• Perform initial troubleshooting and determine whether the issue is related to application, user, configuration, infrastructure or process.

• Collect complete incident information, including:

• User and business process affected

• Error messages and screenshots

• Time and frequency of occurrence

• Business impact and priority

• Relevant logs and technical information

• Troubleshooting already performed

• Escalate qualified and well-documented issues to the MDK Korea team.

• Coordinate with MDK Korea for complex AXPLM issues and track them through resolution.

• Act as the communication bridge between MSI users and MDK Korea, reducing unnecessary back-and-forth communication.

• Follow up on open issues, communicate status to stakeholders and ensure timely closure.

• Maintain AXPLM support documentation, FAQs, troubleshooting guides and known-error databases.

• Identify recurring issues and coordinate with MDK Korea for permanent corrective actions.

• Coordinate with MSI Cybersecurity/IT teams for application security requirements, vulnerabilities, access issues and security incidents related to AXPLM.

• Flexibility, continuity of support throughout follow-up and response.

Key Success Measure

Resolve locally where possible; escalate to MDK Korea only when required, with complete information and clear business impact.