Senior Product Support Engineer, SW

Valmet • Owings Mills, MD

2d

About The Position

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. Our winning team is built by continuous investment in skills development, leadership and well-being. As a global company, we offer many career paths to suit individual needs and aspirations. Apply your expertise in our industry leading team of automation professionals. 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.

Requirements

• 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++, and 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
• Proven ability to manage multiple complex support cases and maintenance projects simultaneously.
• Hands-on ability/style; enjoys discovering, overcoming challenges, and innovating

Nice To Haves

• Experience with industrial automation industrial automation systems and protocols a plus

Responsibilities

• 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.

Benefits

• We offer a challenging work environment that values innovation and suits development-minded people who enjoy working in a fast-paced and dynamic setting.
• Includes a generous wage and benefits package that includes a company-funded registered pension plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level