Customer Support Engineer

• Resolve product, configuration, and application issues and questions for Velotic Proficy Manufacturing Software Solutions
• Provide direct technical support via phone, web, and email
• Own and manage a personal caseload, including callbacks and case follow-through
• Respond to inquiries from field engineers, distributors, sales staff, certified support providers, integrators, and end users
• Provide product support, troubleshooting, and customer management, focusing on critical and high-priority accounts and situations
• Research and troubleshoot manufacturing software issues involving user interfaces, networking, connectivity, edge interoperability, data collection and storage, visualization, analytics, machine monitoring, hardware infrastructure, and enterprise-system interfaces
• Identify and resolve product, configuration, and application issues using knowledge of Proficy products and the broader product suite
• Stage and test multi-product systems to identify and resolve reported issues
• Troubleshoot and identify product problems for Engineering, or provide information to correct configuration issues
• Liaise with customers and Engineering, Marketing, and Professional Services teams on product architecture and complex functionality
• Consult with QA, Development, and Management on escalations, resolutions, and critical accounts
• Create content for the Technical Support Knowledge Base
• Develop understanding of software applications and customer deployments within manufacturing environments

• Bachelor's degree in Computer Science, Engineering, or a related technical field; a two-year diploma or extensive Technical Support experience will also be considered
• Strong dedication to quality customer service and customer success
• Proven ability to learn new technologies and software quickly
• Ability to rapidly diagnose, reproduce, troubleshoot, and resolve customer issues
• Strong troubleshooting, analytical, and problem-solving skills
• Strong written and verbal communication skills
• Strong common-sense and logical reasoning abilities
• Excellent time management skills; ability to work independently and manage multiple priorities
• Positive attitude when dealing with customers and co-workers
• Demonstrated ability to deliver high-quality, consistent work
• Ability to fluently speak and write in English
• Ability to work EST hours to support North America-based clients
• Preferred: experience in Manufacturing, Industrial Automation, Operations Technology (OT), or related industries
• Preferred: domain knowledge in manufacturing, automation, controls, data acquisition, and industrial analytics
• Preferred: SCADA/HMI client-server application architecture
• Preferred: Windows operating systems, networking, security, and authentication concepts
• Preferred: SQL Server, Oracle, or other relational databases
• Preferred: troubleshooting complex software environments using applications and third-party tools
• Preferred: Apache and IIS web servers
• Preferred: VMware or other virtualization platforms
• Preferred: PTC KepServerEX, ThingWorx, and/or Proficy applications
• Preferred: industrial software deployment, connectivity, data collection, visualization, and enterprise-systems integration

• Competitive benefits and compensation
• Flexible work arrangements
• Discretionary Time Off (DTO)
• Global paid parental leave
• Employee Assistance Program (EAP)