Senior Product Support Engineer, SW

Valmet•Owings Mills, MD

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. 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. We offer. 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. Please note that any offer of employment is contingent upon a background check. Additional Information Delivering competitive technologies and services is what we do best. At Valmet, we continue to push forward and develop ourselves, concentrating on technology, services, sustainability, local presence, and our people. To be included in the recruiting process, please apply directly with us online. When everything works together Valmet is where the best talent from a wide variety of backgrounds comes together. With over 19,000 professionals around the world, we are the leading global developer and supplier of technologies, automation and services for the pulp, paper, and energy industries. Our commitment to moving our customer’s performance forward requires creativity, technological innovations, service know-how, and above all, teamwork. Join the team! www.valmet.com/careers http://www.valmet.com Valmet is a global technology leader serving process industries. We work together with our customers throughout the entire lifecycle, delivering cutting-edge technologies and services as well as mission-critical automation and flow control solutions. Backed by more than 225 years of industrial experience and a global team of over 19,000 professionals close to customers, we are uniquely positioned to transform industries toward a regenerative tomorrow. In 2024, Valmet’s net sales totaled approximately EUR 5.4 billion. Our head office is in Espoo, Finland, and we have experts in approximately 40 countries around the world. Valmet’s shares are listed on Nasdaq Helsinki. To protect our candidates' privacy, Valmet will never ask any personal information such as banking information or social security number during the recruitment process.

Requirements

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.