MinePlan Engineer I – Technical Support for MineSight

About the role

Hexagon Autonomous Solutions is looking for a MinePlan Engineer I to ensure the effective operation of Hexagon Mining’s mine planning software at customer sites across South Africa. The role focuses on delivering high‑value technical support for MineSight, troubleshooting complex issues, and helping customers improve safety, productivity, and efficiency.

Key responsibilities

• Provide expert troubleshooting and timely solutions for MineSight software worldwide.
• Adhere to support schedules and be present where customers expect assistance.
• Collaborate with the technical support team to serve as the primary contact for client issues and enhancements.
• Take ownership of incidents, see them through to resolution, or escalate when necessary.
• Participate in after‑hours on‑call support rotations.
• Follow and improve support processes to increase team efficiency.
• Deliver technical leadership, cross‑skill teammates, and create FAQs or self‑service videos.
• Inform the sales team of potential customer issues and new service opportunities.
• Document defects and enhancement requests for the product development team.
• Maintain case documentation according to Hexagon Mining standards and represent the company professionally.

Required profile

• Must reside in South Africa.
• Strong problem‑solving abilities and a customer‑focused mindset.
• Ability to work in a dynamic environment and handle multiple priorities.
• Commitment to workplace health and safety policies.

Required skills

• Proficiency with MineSight mining software.
• Experience in technical support and troubleshooting.
• Ability to produce clear documentation, FAQs, and instructional videos.
• Familiarity with on‑call support processes.