Rockwell Automation is hiring an ENGINEER, REMOTE SUPPORT

Rockwell Automation B.V. is looking for a Remote Support Engineer to provide technical support to field engineers, technicians, and customers diagnosing and troubleshooting complex automation systems. You will respond to escalated issues and act as a critical liaison between the company and our clients.

What You'll Do

• Provide customer support by troubleshooting issues through phone, chat, and email.
• Manage customer interactions, set expectations, and capture details in service tickets.
• Execute the Knowledge-Centered Support (KCS) process and follow up with customers.
• Participate in establishing, measuring, and achieving customer satisfaction metrics.
• Follow standard operating procedures and complete required documentation and trainings.
• Develop expertise in core automation areas and deliver internal training.
• Update and author Technical Notes and other documentation with solutions and guides.

What We're Looking For

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

Nice to Have

• Understanding of Rockwell Automation products like Control Logix, Compact Logix, Panel Views, FT Optix, RsLinx, Logix Designer, and Stratix switches.
• 4+ years of experience troubleshooting, implementing, or designing industrial process or automation systems.
• Knowledge of PLCs, Ethernet networking, and Human Machine Interface (HMI) systems.
• Experience installing, configuring, and programming software, controllers, and switches.
• Experience isolating and breaking down complex software and hardware issues.
• Experience guiding customers on fixing display output issues using VGA, DVI, DP, and HDMI connectors.
• Ability to get logs from controllers and programming devices to identify events contributing to an issue.
• Ability to resolve network issues using tools like Windows Command Line, PowerShell, and Wireshark.
• Ability to navigate and manage complex network subnets to ensure communication between servers and clients.
• Effective verbal and written communication, adapting to diverse audiences.
• Strong collaboration skills, building relationships and prioritizing tasks appropriately.
• Ability to work independently and as part of a team, demonstrating flexibility and accountability.
• Ability to contribute effectively in remote work settings.

Technical Stack

• PLCs, Ethernet networking, Human Machine Interface (HMI) systems
• Control Logix, Compact Logix, Panel Views, FT Optix, RsLinx, Logix Designer, Stratix switches
• Windows Command Line, PowerShell, Wireshark

Team & Environment

You will report to an India RSS Team Lead/Supervisor.

Benefits & Compensation

• Comprehensive mindfulness programs with a premium membership to Calm.
• Volunteer Paid Time off available after 6 months of employment.
• Company volunteer and donation matching program.
• Employee Assistance Program.
• Personalized wellbeing programs through OnTrack program.
• On-demand digital course library for professional development.
• Other local benefits.

Work Mode

This is a hybrid position based in Noida Sector 63.

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway.