Technical Support Engineer 1
About The Position
As a Technical Support Engineer I, you’ll provide high-quality technical support to customers and partners using the TrakSYS™ platform. This role is ideal for someone who is technically strong, customer-focused, and excited to deepen their expertise in MES, manufacturing systems, and enterprise software support. You’ll work closely with customers, internal support teams in the U.S. and Spain, and engineering partners to troubleshoot issues, support upgrades, contribute to testing, and help improve documentation and knowledge sharing across the organization. This position requires flexibility to support 24/7 operations, including rotating coverage for weekends and extended shifts (up to 12 hours).
Requirements
- Bachelor’s degree in Computer Science, Engineering, Information Technology, Business, or a related field
- 2+ years of experience in software support or development
- Strong experience with: C# .NET / ASP.NET
- Microsoft SQL Server
- Web technologies (HTML, XML, JavaScript)
- Windows client and server operating systems
Nice To Haves
- Cloud platforms (Azure or AWS)
- Bootstrap CSS framework
- Software testing frameworks
- Manufacturing, MES, or process automation environments
Responsibilities
- Provide Level 2 support for TrakSYS™ products and solutions
- Diagnose and resolve platform and application issues
- Troubleshoot production applications built by Parsec Professional Services under managed services SLAs
- Respond to alerts, triage incidents, and escalate to Level 3 or Engineering when needed
- Create examples and demonstrations of TrakSYS features (including light customization such as reports or UI components in ASP.NET)
- Document incidents, root causes, and corrective actions
- Support customer application upgrades
- Assist with functional and regression testing
- Identify, document, and report defects
- Create and maintain Knowledge Base articles
- Document new and existing TrakSYS features
- Develop Application Notes, Technical Guides, deployment instructions, and troubleshooting runbooks
- Learn and apply Parsec’s support methodologies and tools
- Stay current on TrakSYS platform features and updates
- Build expertise in MES concepts, manufacturing workflows, and support technologies
Benefits
- $65,000–$75,000 base annual salary (approximately $33–$35 per hour)
- Hybrid work schedule
- Variable bonus based on company and individual performance
- 401(k) with company match
- 100% company-paid health insurance premiums for the employee
- Flexible vacation time
- Outstanding team environment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
