AutoStore Technical Support Analyst

Element Logic US, Inc-posted about 1 month ago
Full-time • Entry Level
Melbourne, FL
251-500 employees
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As a AutoStore Technical Support Analyst you will provide technical support and expertise for our AutoStore ASRS (Automated Storage and Retrieval System) solutions. This role is critical in ensuring successful deployment, operation, and ongoing support of AutoStore systems, with a focus on software functionality and operational performance. The AutoStore Technical Support Analyst will work closely with customers across the Americas and collaborate directly with the AutoStore Support Lead, as well as the European headquarters to support customers globally.

  • Serve as the first-level, primary support contact for AutoStore systems in the Americas, with global responsibilities as needed.
  • Provide direct remote troubleshooting for AutoStore software, eSuite software, and basic electromechanical components.
  • Act as a technical liaison between customers, project teams, and engineering resources.
  • Support commissioning, integration, and go-live activities for new projects, both remotely and on-site.
  • Maintain comprehensive documentation of support cases, troubleshooting steps, and solutions within the Support ticketing system.
  • Collaborate with AutoStore Support Lead & relevant product teams to escalate and resolve complex software & electromechanical issues.
  • Participate in AutoStore and eSuite training sessions, both locally and at specialized training facilities located within the Americas and Europe.
  • Be available & participate in overnight and weekend on-call shifts, holidays, and work non-standard shifts based on client and Support team needs.
  • Travel up to 60% of the year to customer sites for system commissioning, training, and on-site emergency troubleshooting as required.
  • Maintain VPN connections for all AutoStore clients at all times.
  • Ensure all work complies with company safety policies and customer requirements.
  • Maintain a valid passport for international travel
  • Years of relevant experience: 0 - 2 years
  • Education: High School Diploma.
  • Must be able to work in a high-pressure environment.
  • Ability to work flexible hours, including overnights, weekends, and holidays, to accommodate a 24/7 support schedule.
  • Willingness to travel for up to 60%.
  • Ability to work independently, manage priorities, and communicate effectively across global internal teams & external clients.
  • Strong customer service skills, with the ability to explain technical concepts to both technical and non-technical audiences.
  • Strong troubleshooting techniques and procedures pertaining to technology.
  • Valid driver license and passport, and the ability to travel internationally.
  • Troubleshooting techniques and procedures using Windows OS, Windows Terminal services, PC desktop knowledge, networks, and PC (Windows domain) architecture.
  • Learn on your own, ambitions toward network or controls engineering.
  • Experience with Microsoft SQL Server is desirable.
  • Basic knowledge of electromechanical troubleshooting is desirable.
  • Proficiency in multiple languages is a plus.
  • Experience with MS SQL Server is desirable.
  • Some “hands-on” knowledge of electrical/electronic circuits, computer I/O modules and process concepts is highly desired.
  • Good work-life balance with a strong focus on mental health.
  • Individual competence development plans.
  • Focus on sustainability by promoting an inclusive environment.
  • Market-based salaries and benefits include: Medical Insurance, Vision, Dental, 401K.
  • Element Logic US/COL is Great Place to Work certified, and we strive to have a close collaboration environment with our "One Team One Dream" mentality.
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