Are you a problem-solver with a passion for keeping products running smoothly and customers satisfied?

If so, you could be our next Senior Product Support Engineer, playing a critical role in ensuring the reliability, performance, and customer success of our automation solutions.

As a Support Engineer, you will play a key role in supporting Distributed Control Systems (DCS). You’ll be part of a diverse team of cross-functional engineers who share your passion for innovation and quality across the field of Industrial Automation.

In this role you will:

• Provide technical support for deployed automation software products, ensuring timely resolution of customer issues.
• Diagnose, troubleshoot, and resolve software defects and performance problems across multiple platforms.
• Maintain and enhance existing software systems to improve stability, security, and usability.
• Collaborate with product development teams to implement fixes and improvements based on customer feedback.
• Develop and maintain scripts, tools, and processes to streamline support and maintenance activities.
• Assist in creating and updating technical documentation, FAQs, and knowledge base articles.
• Participate in root cause analysis and continuous improvement initiatives to reduce recurring issues.
• Support release management activities, including patch deployment and version control.
• Learn company tools, products, manuals, and procedures.
• Communicate with customers and field service engineers via CRM tools.
• Analyze customer data (drawings, specs, manuals, log data) to extract requirements or troubleshoot production issues.
• Troubleshoot and modify system software for DCS issues following patch process.
• Develop and execute test plans to define validation criteria.
• Test and integrate software/hardware.
• Guide customer concerns through follow-up action items to closure.
• Maintain development environments and associated applications as needed.
• Document all phases of development per project requirements.

An ideal candidate in this role:

• Leads by example and empowers their team.
• Demonstrates leadership and a customer-first mindset.
• Strong analytical skills for interpreting logs, performance metrics, and error reports.
• A bachelor’s degree in computer or electrical engineering or equivalent
• 5+ years of relevant experience
• Comfort working with languages such as C/C++
• Familiarity with GIT source control
• Familiarity with Microsoft .NET Framework such as ATL, MFC, WPF\WCF
• Deep Experience with Linux and Windows environments, including system-level troubleshooting.
• Experience with application level software such as OPC, OPC UA, DCOM, raw UDP communications
• Experience with industrial automation industrial automation systems and protocols a plus
• Proven ability to manage multiple complex support cases and maintenance projects simultaneously.
• Hands-on ability/style; enjoys discovering, overcoming challenges, and innovating