JOB SUMMARY

The Support Engineer position is a great opportunity to be a key contributor in a culture that focuses on commitment to high quality solutions for our customers. In this position, you will apply your Rockwell/AB, Siemens, etc. PLC and related controls hardware and Rockwell (FactoryTalk SE/ME, Batch, etc.), Aveva (Wonderware) and Ignition automation software, and IIT (SCADA, cisco networking, VMware, Veeam, Windows and Linux server) skills while providing high quality support to our customers’ Industrial Automation and IIT needs.

ESSENTIAL JOB FUNCTIONS

• Be able to satisfy customer support advanced automation requirements during escalation situations in coordination with other team members
• Communicate with customers via multiple methods (e.g., phone, email, text, chat/IM, etc.)
• Be able to provide detailed technical support within the entire automation technologies stack, devices, and tools
• Track issues and follow internal support procedures from customer origination to completion
• Be a key member of the escalation for automation incidence and determine when additional resources are required
• Develop and improve tools to assist with the gathering and processing of customer systems and data
• Leverage internal tools to capture customer and technical information learned during support incidents
• Provide updates to account management resources
• Provide feedback to internal stakeholders regarding field performance
• Update internal knowledgebase with site configurations, issue resolutions, and collaboratively determine solutions with colleagues
• Work with the Support Department Manager to identify training objectives and opportunities

Traveling up to 10% may be required to support project lifecycle, training, or other professional related travel. A valid driver’s license is required.

REQUIRED EDUCATION AND EXPERIENCE

• Requires a bachelor's degree (or international equivalent) in automation engineering, electrical engineering, mechanical engineering, manufacturing engineering, or related field
• 6 years of relevant experience
• Expert familiarity with automation information software vendor platforms (Rockwell FactoryTalk SE/ME, FT Batch, Aveva Wonderware, Inductive Automation Ignition, etc.)
• Expert familiarity with PLC and controls hardware (Rockwell/Allen-Bradley, Siemens, others a plus)
• Familiarity with virtualization platforms (primarily VMware/Veeam)
• Familiarity with datacenter hardware (HP, Dell) and infrastructure software (VM backup, antivirus, etc.)
• Familiarity with network hardware and SCADA configurations
• Familiarity with Windows and Linux OS administration
• Familiarity with RDBMS and related software (primarily MSSQL, SRSS)
• Familiarity with support project management software (Wrike, Jira, Remedy, ManageEngine)
• Strong desire to document solutions and update company accessible knowledgebase

KNOWLEDGE, SKILLS, AND ABILITIES

• Self-motivated with ability to meet deadlines independently and as part of a team
• Ability to forge positive working relationships with a wide variety of people
• Ability to complete root cause analysis and communicate recommendations

• Excellent written and verbal communication skills
• Expert familiarity with automation information software vendor platforms (Rockwell FactoryTalk SE/ME, FT Batch, Aveva Wonderware, Inductive Automation Ignition, etc.)