Technical Support Analyst

Element Logic•Melbourne, FL

7d•Hybrid

About The Position

Kick‑start your tech career supporting real automation solutions. As a Technical Support Analyst, you’ll help customers troubleshoot DCMS systems, support go‑live activities, and keep operations running smoothly from day one. Provide technical support and expertise for our DCMS solutions. This role is critical in ensuring successful deployment, operation, and ongoing support of DCMS systems, with a focus on software functionality and operational performance. The Technical Support Analyst will work closely with customers across the Americas and collaborate directly with the Technical Support Lead, as well as the European headquarters to support customers globally. This position requires flexibility to travel up to 40%, both domestically and internationally, to assist with project commissioning, training, emergency on-site support, and customer onboarding efforts.

Requirements

Years of relevant experience: 0 - 2 years.
Education: High School Diploma.
Basic knowledge of electromechanical troubleshooting is desirable.
Strong troubleshooting techniques and procedures pertaining to technology.
Strong customer service skills, with the ability to explain technical concepts to both technical and non-technical audiences.
Knowledge in technology, robotics, and automation is a plus.
Experience with Microsoft SQL Server is desirable.
Proficiency in multiple languages is a plus.
Valid driver’s license and passport, and the ability to travel internationally Flexible.
Ability to work flexible hours, including overnights, weekends, and holidays, to accommodate a 24/7 support schedule.
Attention to detail.
Service orientation.
Organized.
Multitasking.
Ability to solve problems using critical thinking.
Team player.

Nice To Haves

Basic knowledge of electromechanical troubleshooting is desirable.
Knowledge in technology, robotics, and automation is a plus.
Experience with Microsoft SQL Server is desirable.
Proficiency in multiple languages is a plus.

Responsibilities

Serve as the first-level, primary support contact for DCMS systems in the Americas, with global responsibilities as needed.
Provide direct remote troubleshooting for DCMS software, Controls SW, and basic electromechanical components.
Act as a technical liaison between customers, project teams, and engineering resources.
Support commissioning, integration, and go-live activities for new projects, both remotely and on-site.
Maintain comprehensive documentation of support cases, troubleshooting steps, and solutions within the Support ticketing system.
Collaborate with Technical Support Lead & relevant product teams to escalate and resolve complex software & electromechanical issues.
Participate in DCMS and Controls SW training sessions, both locally and at specialized training facilities located within the Americas and Europe.
Be available & participate in overnight and weekend on-call shifts, holidays, and work non-standard shifts based on client and Support team needs.
Travel up to 40% of the year to customer sites for system commissioning, training, and on-site emergency troubleshooting as required.
Keep VPN connections active for all DCMS clients.
Ensure all work complies with company safety policies and customer requirements.