• Being the focal point for technical vendor related issues in front of the customer • Providing product best practice and design guidance, to enhance technical and business outcomes, overseeing scale and performance over time. • Working closely with Support and Engineering teams to quickly resolve any issues and drive customer satisfaction • Assisting with deployment, configuration and customization of the platform while adapting to changes in the Customer's environment. • Monitoring performance to determine how well the systems are running and what improvements can be made • Briefing the customer on upcoming features and updates, and provide training in cooperation with Guardicore training team

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Global Technical Specialist position is a technical enablement role at the core of Mining division’s Resource Optimization Business Unit, focused on empowering technical teams on a global scale. This position champions standardization, optimization, and innovation across diverse functions of the Resource Optimization BU, fostering a culture of continuous learning and excellence. With an emphasis on improving operational efficiency and scalability of Resource Optimization’s mine planning, blast movement and analysis products and solutions, the Global Technical Specialist supports front-line technical support and services teams, develops performance improvement initiatives, drives digital automation opportunities, and creates impactful enablement content for the BU. By doing so, this role significantly contributes to shaping the future of the Mining division’s mine planning and drill & blast solutions, positioning the organization as a pioneering force within the mining software/technology sector. Qualifications - Bachelor’s degree (or equivalent tertiary qualification) in Mining Engineering, Geology, Computing Sciences or a related technical field. - 3–5 years of experience in the mining industry or a closely related mining technology field. - Demonstrated subject matter expertise in one or more of the following areas: Mining Exploration, Geological Modeling, Mine Planning, Drill & Blast technology, and/or Ore Control. - Strong computer proficiency and experience with relevant mining software applications, mine planning programs and data analysis tools. - Excellent communication skills, both written and verbal. Requirements - Plan and execute training programs to enhance the product knowledge and technical capabilities of global Technical Teams. - Develop and standardize processes, workflows, procedures, and playbooks. - Assist in the management and optimization of tools, systems, and platforms used by technical teams. - Collaborate with senior team members to create and maintain dashboards and analytics tools for performance measurement and enhancement. - Support and contribute to digital automation projects. - Participate in the creation of enablement content that clearly conveys the value and benefits of Hexagon products and solutions. - Assist in developing strategic plans that align technical enablement initiatives with company goals and market trends. - Actively represent Hexagon’s technical expertise in the mining industry community. - Provide Tier 2 (advanced) technical support to regional support teams for Hexagon’s products. - Serve as a subject matter expert (SME) on Hexagon’s mining software solutions. Benefits - Salary commensurate with experience and work location. - Moderate regional and international travel is required for this position (approximately 20% of the time). Competencies and Attributes - Exceptional communication skills, both written and verbal. - A proven ability to train, coach, and mentor others effectively. - Solid project management and change management capabilities. - An analytical mindset with strong problem-solving skills. - Quick to learn new technologies and adapt to evolving tools or processes. - Excellent interpersonal skills with the ability to work collaboratively in teams. - Detail-oriented and organized, ensuring accuracy and consistency. - High level of professionalism, with a courteous approach in customer-facing situations. Tools & Technologies - Specialized knowledge of Hexagon Mining’s proprietary mine planning and drill & blast solutions. - Regular interaction with customer relationship management (CRM) and issue-tracking systems. - Utilization of standard business productivity software and content creation tools.

• Build Trusted Customer Partnerships • Develop strong, long-term relationships with key stakeholders in assigned accounts • Lead customer calls to answer questions, provide guidance, and drive successful outcomes • Understand each client’s business goals and technical environment • Serve as the primary technical contact for your accounts • Troubleshoot complex issues and guide customers through resolutions • Provide best practices, product training, and technical recommendations • Help customers fully leverage platform features and functionality • Identify opportunities for optimization, expansion, and growth • Share customer feedback with Product and Engineering to influence roadmap decisions • Oversee implementations, data transfers, and other technical initiatives • Ensure projects are delivered on time and within scope • Document processes, solutions, and technical knowledge • Mentor junior TAMs and support onboarding of new team members

• Assist customer with lifecycle management, including Deployment, Migration, and Upgrade • Work with GTAC and/or Dedicated Client Care specialists to escalate issues and tickets • Provide business, technical, and product knowledge support to the customer • Understand the existing system architecture and become Genetec’s Subject Matter Expert (SME) in the customer’s environment • Address product-related questions and technical challenges • Identify areas where operational processes can be improved to enhance the implementation of the Genetec solutions further • Educate and advise clients on how existing and new product features and functionality work and how they can contribute to their business and operational objectives • Streamline product feature requests • Assist with new product updates and Demos • Provide guidance and recommendations on how to optimize system(s) • Conduct and coordinate Quarterly Business Reviews (QBR) with the customers' teams to assess current usage and define upcoming priorities • Documenting Statement of Work (SOW) based on the review's outcomes • Involve and coordinate with additional Genetec teams (product, sales, executive leadership, etc.) when deemed necessary for the customer's long-term success • Maintain current functional and technical knowledge of the Genetec product line