Support Engineer

• Provide software support for customers with complex conveyor and robotics systems driven by in-house and third-party software
• Remote into customers’ business-critical automation systems as part of a Service Desk team
• Evaluate downtime issues and degraded systems through Windows server status, Windows services and third-party services statuses, reviewing trace files and event logs, discussing symptoms with users
• Need to be comfortable in a Linux environment: Proficient on the command line; modify Linux system config files; parse log files to extract data
• Knowledge of modern software architecture, applications, databases, and cloud services
• Work closely with internal Software team as SME for QA and Implementation
• Knowledge of computer networks (TCP/IP) in context of troubleshooting
• Document troubleshooting for failure mode analysis; provide clarity to customers
• Serve as primary contact for select customer sites after project implementation; maintain relationships
• Maintain records of customer interactions, feedback, warranty records, and support contacts
• Keep system information current with changes and updates; follow up with customers until issues resolved

Software Support Engineer

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Assistant Technical Support Representative

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Product Support Analyst

Support Engineer II