About the Role
This role involves delivering remote technical assistance for automation systems, diagnosing issues, and guiding customers through resolution steps using digital tools and communication platforms.
Responsibilities
- Diagnose and resolve technical issues remotely using monitoring and diagnostic software
- Support customers during system installation, commissioning, and ongoing operations
- Collaborate with field engineers and internal teams to escalate and resolve critical incidents
- Document troubleshooting steps and resolutions in service management systems
- Respond to service requests within defined service level agreements
- Use remote access tools to connect securely to customer systems
- Analyze system logs and performance data to identify root causes
- Provide real-time support during production outages or system failures
- Guide customers through software updates and configuration changes
- Maintain up-to-date knowledge of product firmware and security patches
- Assist in validating system functionality after changes or repairs
- Train customer personnel on proper system operation and best practices
- Participate in on-call rotation for after-hours support
- Track and report key performance metrics related to support activities
- Ensure compliance with cybersecurity protocols during remote sessions
- Work with engineering teams to report recurring issues and suggest improvements
- Support integration of new devices into existing automation networks
- Verify network connectivity and communication between system components
- Assist with backup and restore procedures for control systems
- Contribute to knowledge base articles and internal documentation
- Follow change management processes for remote system modifications
- Maintain customer confidentiality and data integrity during support sessions
- Use ticketing systems to log, track, and close support cases
- Communicate technical details clearly to non-technical stakeholders
- Adapt support approach based on customer industry and operational environment
Compensation
Competitive salary and benefits package commensurate with experience
Work Arrangement
Hybrid remote and on-site work model with flexible scheduling
Team
Part of a global technical support team focused on rapid response and customer success
About the Team
- You will join a dedicated group of engineers providing frontline support for critical automation infrastructure.
- The team operates across time zones to ensure 24/7 coverage and rapid incident response.
Technology Environment
- Work with industrial control systems, secure remote access platforms, and diagnostic tools.
- Engage with cloud-based monitoring and support applications for real-time system insights.
This position may require sponsorship for work authorization
