Where is role positioned?
The role will be positioned in Santiago - Chile, and is a hybrid role.
The candidate will split their time between the Wabtec offices (Santiago), BHP offices (weekly visits, also Santiago) and visit site regularly (BHP Escondida).
They will be 100% focused on supporting BHP Escondida Gen2 Hardware/Software.
Who will you be working with?
You will work closely with the Product Management and Engineering teams, advocating for the customer in prioritization discussions and product functionality and planning reviews.
You will be early adopters of new technology, with your feedback helping to shape ongoing development improvements.
How will you make a difference?
We are looking for a dedicated Product Support Engineer to provide technical services and product support to customers using products in the Digital Mine portfolio.
This includes CAS (Collision Awareness System) and DGS (Drill Guidance System) as well as other products that are added or developed in the future.
Product Support Engineers are a critical interface to customers of the Digital Mine business – they are essential to customers achieving the safety and productivity outcomes needed.
Additionally, you will be committed to transforming data into readable, goal-oriented reports that drive innovation and growth.
You must be organized and detail-oriented, comfortable working with diverse teams.
What do we want to know about you?
Strong CAS system knowledge (monitoring, diagnostics, and reporting)
Data analysis and reporting capability
Ability to translate data into actionable operational insights
Experience with Linux administration, Microsoft Server, IIS and SQL Server




Sound knowledge of current network and communications technology
Ability to diagnose, troubleshoot, problem solve and manage resolution to technical system issues
Proven competence in root cause analysis
Able to manage and prioritise simultaneous demands across in accordance with agreed key performance objectives
Excellent oral and written communication skills, with a high level of attention to detail
Customer service focused, with a strong work ethic and ability to work unsupervised
Good interpersonal and teamwork skills and ability to develop effective customer relationships
Commitment to working safely and ensuring compliance with relevant policies, procedures and legislation
Desirable Qualifications
Degree in IT, software or computer engineering (or equivalent experience)
Experience in an engineering, IT, scientific or other technical position
Sound technical knowledge / expertise in electronic components, systems and communications / networking technology.
Industry experience in a mining environment or with mobile fleet equipment
Electrical, Auto Electrical or Radio Communications Trade Certificate
Experience with the use of CRM (Salesforce), helpdesk or ticketing applications
What will your typical day look like?
System Monitoring
Continuously monitor CAS performance, alarms, and system status
Identify anomalies, faults,



and unusual system behaviour
Escalate issues to the Technology Partner for direction
Data Analysis & Insights
Analyse system data to identify trends and recurring issues
Evaluate alarm frequency and system utilisation
Highlight risks and opportunities for optimisation
Reporting
Produce regular reports (weekly/monthly), including:
System performance metrics
Alarm trends and analysis
Incident summaries
Key observations and insights
Provide data, logs, and context to support troubleshooting
Assist in root cause analysis through data insights
Maintain accurate records of system events and issues
Analyse alarm performance and work with the remote Wabtec Product Support Engineer to recommend optimisation of alarm logic and thresholds.
Work with Wabtec engineering and site stakeholders to implement improvements.
Ensure alignment with operational requirements and site safety standards.
Maintenance Support & Proactive Direction
Provide daily guidance to maintenance teams based on system insights.
Identify potential failures or degradation trends early.
Support a proactive maintenance approach, reducing downtime and improving reliability.
Assist in prioritisation of maintenance activities based on system criticality.
Support firmware, software and configuration updates to ensure the system operates as required
We're proud to be an Equal Opportunity Employer.
We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.
Need accommodation?
Just let us know - we've got you.
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📌 Product Support Engineer (Santiago)
🏢 Wabtec
📍 Santiago