Engineer, Remote Support

Engineer, Remote Support

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

The Technical Support Engineer will work with customers to resolve their application and product issues, which will allow the customer to maintain or improve their automation system. You will report to India RSS Team Lead/Supervisor

Your Responsibilities:

• Provide customer support by troubleshooting customer issues through the phone, chat and email.
• Manage customer interactions including and not limited to, setting expectations with customers prior to concluding an interaction, capturing the customer issue/resolution/steps taken to troubleshoot within Service Ticket notes, executing the Knowledge-Centered Support (KCS) process and following up with customer(s) in a timely manner
• Be a company liaison to the customer for multiple product families and different types of customer inquiries.
• Participate in the establishment, measurement, and achievement of customer satisfaction metrics
• Follow all necessary company standard operating procedures and completing organization-wide required documentation/trainings.
• Support entire core area of Automation and independently applies knowledge. Develop area(s) of expertise within core area of Automation and deliver internal training/knowledge sharing to respective core area.
• Update and author Technical Notes and other documentation with workarounds to commonly experienced problems, installation practices that create problems, how-to guides to improve customer satisfaction and acceptance.

The Essentials - You Will Have:

• Bachelor of Science in Electronics, Electrical Engineering or Computer Science or related field with at least two years' related experience.
• At least one year experience working with industrial automation products / systems.
• A valid passport.

The Preferred - You Might Also Have:

• Understanding of Rockwell Automation's Control Logix, Compact Logix, Panel Views, FT Optix, RsLinx, Logix Designer, Stratix switches.
• 4+ years' experience troubleshooting, implementing, or design of industrial process or automation systems. Knowledge of PLCs, Ethernet networking, and Human Machine Interface (HMI) systems.
• Experience installing, configuring programming software, Controllers and Switches. Complex software and hardware issues by isolating and breaking them down into smaller problems that can more easily be solved.
• Experience guide customers on how to fix display output issues between computers and monitors using VGA, DVI, DP, and HDMI connectors and display adapters.
• Get the logs needed from Controller and programming devices and identify events that may contribute to an issue.
• Resolve network issues using tools such as Windows Command Line, PowerShell, and Wireshark.
• Navigate and manage complex network subnets to ensure seamless communication between servers and client devices.
• Communicate effectively in both verbal and written formats, adapting to diverse audiences and encouraging understanding across teams.
• Collaborate with colleagues, building strong relationships and ensuring tasks are prioritized appropriately.
• Work independently and as part of a team, demonstrating flexibility and accountability in achieving goals.
• Contribute effectively in remote work settings, maintaining strong connections and productivity without face-to-face interaction.

Core Competencies:

• Empathetic communication: Listen actively and respond with patience, especially when supporting customers in high-pressure situations.
• Commitment to resolution: Take ownership of customer issues from start to finish, ensuring satisfaction and a positive support experience.
• Proactive mindset: Demonstrate initiative, responsibility, and attention to detail while respecting diverse perspectives and commercial sensitivities.
• Collaboration and inclusivity: Value different viewpoints, encourage teamwork, and create an environment where everyone feels respected and heard.

What We Offer:

• Comprehensive mindfulness programs with a premium membership to Calm
• Volunteer Paid Time off available after 6 months of employment for eligible employees.
• Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• Employee Assistance Program
• Personalized wellbeing programs through our OnTrack program
• On-demand digital course library for professional development

... and other local benefits!