TAC SUPPORT ENGINEER III
About The Position
The TAC Support Engineer (Technical Product Customer Support) is responsible for delivering remote technical support within the Service Organization, including Technical Assistance Center (TAC) Helpdesk operations. This role supports both local customer inquiries and global support initiatives while maintaining strong internal stakeholder relationships. The position provides troubleshooting and technical assistance via phone, web-based tools, and email, supporting Yokogawa’s systems products, advanced solutions, and industrial automation portfolio. The TAC Support Engineer plays a key role in driving issue resolution, enhancing customer satisfaction, and contributing to overall team success through collaboration and knowledge sharing.
Requirements
- Advanced troubleshooting, analytical, and problem-solving skills
- Experience working in a customer-facing, fast-paced support environment
- Ability to manage multiple priorities and perform effectively under pressure
- Strong communication and interpersonal skills; ability to collaborate across global teams
- Working knowledge of network architecture and cybersecurity practices in industrial environments
- Proven ability to act as a subject matter expert and mentor others
- Willingness to support after-hours or on-call needs as required
- Commitment to safe work practices
- Willingness to support a 24/7 operation, including after-hours as needed
- Ability to handle difficult conversations and resolve conflicts professionally
- Strong verbal and written communication skills; ability to explain technical concepts clearly
- Ability to interpret technical documentation and leverage internal knowledge resources
- Bachelor’s degree in engineering or related field (or equivalent experience)
- 5 years of experience in technical support, industrial automation, or related field
- 5 years experience in control systems (DCS), safety systems, or industrial automation technologies
Nice To Haves
- Basic Knowledge of Exa, IT, Networking and Cybersecurity is preferred.
Responsibilities
- Provide advanced remote technical support via phone, email, and web tools within a 24/7 TAC Helpdesk environment
- Troubleshoot and resolve complex issues related to DCS, Safety Systems, Data Historians, SCADA, and associated solutions
- Manage support ticket queues and case lifecycle, ensuring timely resolution and accurate documentation
- Support customer inquiries including product failures, configuration, installation, and general usage; provide after-hours support for critical issues as needed
- Collaborate with global support teams to manage escalations (≤10% of cases), ensuring quality and timely resolution
- Maintain accurate case data to support KPI reporting, backlog management, and continuous improvement
- Apply system and network architecture knowledge, including cybersecurity and endpoint protection (patching, antivirus, backups), in troubleshooting scenarios
- Support Lifecycle Services activities, including field service, warranty cases, nonconformities, and project- related technical support
- Serve as a technical leader by mentoring team members, sharing knowledge, and driving best practices
- Contribute to cross-functional efforts such as process improvements, technical documentation, and solution development
- Continuously build expertise through training, self-study, and hands-on system support
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What This Job Offers
Job Type
Full-time
Career Level
Senior
