Technical Support Engineer
FORTNA•Peachtree Corners, GA
•$76,100 - $114,200•Remote
About The Position
We are seeking a highly skilled Technical Support Engineer to provide enterprise-level support for our customers' automated material handling and fulfillment systems. This role supports a wide range of conveyor, sorter, robotics, and controls technologies across distribution, logistics, and fulfillment operations. As part of our Tier 2 Controls Support team, you will serve as a critical technical resource supporting customer systems after project go-live. You will work directly with customers to troubleshoot, diagnose, and resolve complex operational and controls-related issues in live production environments. The ideal candidate combines strong technical expertise with exceptional communication skills, a customer-first mindset, and a passion for problem-solving. Success in this role requires the ability to independently investigate issues, manage cases through resolution, and continuously learn new technologies and systems.
Requirements
- 5+ years of experience supporting material handling, logistics, distribution, fulfillment, or industrial automation systems
- 5+ years of hands-on experience with electrical controls, PLCs, automation systems, software, and/or mechanical troubleshooting
- Strong background in industrial automation and controls support required
- Controls & Automation: Strong PLC troubleshooting experience required
- Controls & Automation: Allen-Bradley/Rockwell experience required
- Electrical & Industrial Systems: Strong understanding of low-voltage control circuits and high-voltage power systems
- Electrical & Industrial Systems: Ability to read and interpret electrical schematics and technical drawings
- Electrical & Industrial Systems: Experience troubleshooting conveyors, sortation systems, robotics, and automated material handling equipment
- Technical & Systems Knowledge: Working knowledge of Windows and Unix/Linux operating systems
- Professional Skills: Strong customer-facing communication and relationship management skills
- Professional Skills: Ability to work independently and take ownership of technical issues through resolution
- Professional Skills: Strong case management and organizational skills with the ability to manage multiple priorities while maintaining momentum on complex or long-term issues
- Professional Skills: Demonstrated perseverance in troubleshooting and resolving technical problems, including coordinating with internal teams, vendors, and customers to ensure successful outcomes
- Professional Skills: Strong analytical thinking and problem-solving abilities
- Professional Skills: Ability to remain calm, focused, and effective during high-pressure production incidents
- Professional Skills: Excellent troubleshooting and critical-thinking skills
- Professional Skills: Excellent written and verbal communication skills
- Professional Skills: Curiosity and a continuous learning mindset with the ability to adapt to new technologies and systems
- Professional Skills: Strong understanding of OSHA requirements and industrial safety standards
Nice To Haves
- Associate’s or Bachelor’s degree in Engineering, Engineering Technology, Automation, Mechatronics, or a related field preferred; equivalent industry experience will also be considered
- Experience supporting live production or operational systems strongly preferred
- Previous experience in commissioning, controls engineering, field service, technical support, or a related automation-focused role preferred
- Controls & Automation: Experience with Beckhoff/TwinCAT and Siemens PLC platforms preferred
- Controls & Automation: Experience with Schneider PLC platforms is a plus
- Controls & Automation: SCADA/HMI experience preferred: Ignition FactoryTalk View Indusoft Wonderware
- Electrical & Industrial Systems: VFD experience preferred: Allen-Bradley SEW Eaton ABB
- Technical & Systems Knowledge: Basic scripting and computer hardware troubleshooting experience preferred
- Technical & Systems Knowledge: CAD, drafting, and red-line experience a plus
- Technical & Systems Knowledge: Networking experience or certifications are a plus
Responsibilities
- Provide remote technical support for automated material handling, logistics, and fulfillment systems
- Troubleshoot customer issues involving PLCs, SCADA systems, electrical controls, software applications, and mechanical equipment
- Analyze, diagnose, and resolve production-critical issues in a timely and effective manner
- Guide customers, field technicians, vendors, and internal teams through troubleshooting and recovery efforts
- Utilize electrical schematics, PLC code, SCADA platforms, technical documentation, and system drawings to identify root causes and corrective actions
- Perform or oversee system modifications to improve performance, reliability, and uptime
- Manage support cases from initial issue identification through final resolution, ensuring consistent communication and progress updates throughout the lifecycle of the issue
- Coordinate across internal teams and external partners to drive complex technical issues to completion
- Maintain a high level of professionalism while supporting customers during high-pressure operational events
- Work independently and effectively in a remote environment with minimal supervision
- Participate in a rotating weekend on-call schedule as an escalation resource
Benefits
- The base salary range for this role is $76,100 to $114,200.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
