Ignition and Automation Support Engineer

Barry-Wehmiller•Clayton, MO

About The Position

This role is for a reactive support technician who will troubleshoot and resolve production system issues for clients running Ignition-based industrial applications in a 24/7 support desk environment. The technician will independently diagnose and address common application problems while escalating complex architectural or custom development work to the engineering team. Strong customer communication is essential as the first point of contact when clients face system downtime. The role also involves occasional support for HMI/PLC automation troubleshooting, diagnosing control logic issues, and determining what fixes can be implemented operationally versus what requires engineering escalation.

Requirements

Understanding of Ignition architecture, gateways, modules, clients, and how custom applications are built on Ignition
Ability to diagnose issues within custom applications built on Ignition (not just Ignition itself)
Basic Python script understanding; ability to identify logic issues in application behavior
Experience troubleshooting SCADA/HMI systems and real-time data acquisition environments
Understanding of basic PLC operation, common industrial protocols (Modbus, OPC-UA, Ethernet/IP), and how HMI systems communicate with PLCs
SQL queries, connection troubleshooting, and data integrity checks
TCP/IP networking, VPN, firewalls, and device communication protocols
Familiarity with PLCs, sensors, and industrial hardware interfacing
Competency with remote access tools (RDP, VPN, SSH) and log analysis specific to Ignition systems
Basic understanding of industrial automation architectures and system integration points

Nice To Haves

PLC programming experience is a preferred plus but not required
2+ years of technical support experience with production systems in an industrial environment
1+ years of hands-on experience with Ignition-based applications or similar SCADA platforms
1+ years of experience troubleshooting PLC-based automation systems
PLC programming experience (ladder logic, structured text, or function blocks) a plus
Ignition Level 1 Associate certification or higher
Background in industrial automation or manufacturing IT
Comfortable working rotating 24/7 shifts, including nights and weekends

Responsibilities

Answer and triage inbound support calls/tickets from clients with production system issues on Ignition-based platforms and connected HMI/PLC automation systems across multiple time zones and shift rotations
Perform initial diagnostics to understand problem scope and client business impact
Independently troubleshoot and resolve common issues within Ignition-based applications and HMI/PLC control logic
Escalate complex system issues, custom application problems, architectural issues, or confirmed programming changes to Level 2/3 engineering with clear documentation
Address diverse issues: application crashes, data synchronization failures, real-time data display problems, alarm/notification failures, report generation issues, user authentication/access problems, performance degradation, database connectivity, logic failures, PLC/device communication failures, and integration issues
Diagnose whether issues are within the Ignition application layer, HMI logic, PLC control logic, underlying infrastructure, or external integrations
Identify what control logic or configuration changes are needed and escalate for implementation when programming is required
Provide temporary workarounds when permanent fixes require development escalation, keeping clients operational
Remote access to client systems and PLCs for direct diagnostics and monitoring
Walk clients through basic troubleshooting and workarounds with clear, patient communication
Work flexibly across rotating 24/7 shifts (12-hour or 8-hour rotations) to maintain continuous support coverage