Customer Support Engineer

Cielo Projects

16h

About The Position

The Customer Support Engineer resolves product, configuration, and application issues and questions for Velotic Proficy Manufacturing Software Solutions. The role provides direct technical support to customers and other stakeholders, manages support cases through resolution, and troubleshoots issues across manufacturing software, infrastructure, connectivity, and enterprise-system interfaces. The engineer also tests multi-product systems, escalates product problems to Engineering, collaborates with internal teams, and creates Technical Support Knowledge Base content.

Requirements

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.
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, with the ability to work independently and manage multiple priorities.
Positive attitude when dealing with customers and co-workers.
Ability to deliver high-quality, consistent work and serve as a positive example through work ethic and approach.
Fluency in spoken and written English.

Nice To Haves

Experience in manufacturing, industrial automation, Operations Technology (OT), or related industries.
Domain knowledge in manufacturing, automation, controls, data acquisition, and industrial analytics.
Background in SCADA/HMI client-server application architecture.
Experience with Windows operating systems, networking, security, and authentication concepts.
Experience with SQL Server, Oracle, or other relational databases.
Experience troubleshooting complex software environments using various applications and third-party tools.
Experience with Apache and IIS web servers.
Experience with VMware or other virtualization platforms.
Experience with PTC KepServerEX, ThingWorx, and/or Proficy applications.
Understanding of industrial software deployment, connectivity, data collection, visualization, and integration with enterprise systems.

Responsibilities

Provide technical support by responding to customer requests via phone, web, and email.
Manage personal caseload, including callbacks and case follow-through in accordance with published Case Management Guidelines.
Respond to inquiries from field engineers, distributors, sales staff, certified support providers, integrators, and end users.
Provide product support, troubleshooting, and customer management, prioritizing critical and high-priority accounts and situations.
Research and troubleshoot manufacturing software issues, including user interfaces, network and communications connectivity and performance, edge-component interoperability, data collection and storage, visualization, analytics, machine-monitoring software, control systems, hardware infrastructure, and enterprise-system interfaces.
Identify and resolve product, configuration, and application issues using knowledge of Proficy Manufacturing Software products and familiarity with the broader product suite.
Stage and test multi-product systems to identify and resolve reported product issues.
Identify product problems for Engineering or provide information needed 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 potential critical accounts and situations.
Create content for the Technical Support Knowledge Base.
Develop an understanding of how Velotic software is used and deployed in manufacturing environments.