Customer Support Engineer

We are looking for a Customer Support Engineer in our Budapest Hungary office working on a hybrid schedule - 3 days in the office and 2 remote.

As a Customer Support Engineer you will serve as a key point of contact and entry point for incoming customer requests delivering expert remote technical support to English and German speaking Cognex customers across Europe. You will be part of a distributed team of engineers located across the region collaborating to deliver consistent high-quality support. You will play a critical role in ensuring customer success by understanding customer needs driving effective resolutions and maintaining a high level of customer satisfaction. Collaboration on effective resolutions and customer satisfaction is achieved via participation in our customer interaction recording platform. This role requires a strong customer-first mindset technical curiosity and a proactive solution-oriented approach to problem-solving.

Key Responsibilities

• Serve as the front-line technical support for Cognex products handling customer requests submitted via web and phone
• Understand customer issues ask effective troubleshooting questions assess severity and drive timely resolution
• Troubleshoot and reproduce reported issues identify root causes and provide solutions or suitable workarounds
• Ensure high customer satisfaction through responsive professional and customer-focused interactions
• Maintain clear and consistent communication with customers providing regular updates on case progress
• Accurately document and manage cases in the CRM system ensuring high-quality and actionable records including participation in recorded customer interactions in line with standard support practices.
• Identify unexpected product behaviors and escalate complex or unresolved issues to engineering and product teams
• Collaborate with global technical support teams to ensure efficient troubleshooting and resolution
• Contribute to knowledge sharing by creating and maintaining knowledge base articles and technical documentation
• Support continuous improvement by sharing feedback on products documentation and support processes
• Stay up to date with Cognex technologies through ongoing training; contribute to knowledge transfer within the team

Core Skills (Required)

• Strong troubleshooting and analytical skills with the ability to diagnose complex technical issues and identify root causes
• Familiarity with industrial and automation environments with basic knowledge of PLCs robotics or manufacturing systems
• Understanding of networking fundamentals and industrial communication protocols (e.g. TCP/IP Ethernet/IP Profinet Modbus)
• Ability to interpret technical documentation system architectures and wiring diagrams
• Ability to reproduce issues and validate solutions in a structured and methodical manner
• Clear and effective communication skills with the ability to adapt to different customer profiles (technical and non-technical)
• Customer-first mindset with a structured solution-oriented approach to problem-solving
• Ability to quickly learn and apply new technologies in a structured manner

Nice to Have

• Familiarity with machine vision fundamentals including optics lighting and image acquisition principles
• Experience with Cognex products and technologies (e.g. DataMan In-Sight VisionPro Deep Learning)
• Exposure to image processing computer vision or deep learning applications
• Experience in technical support or customer-facing engineering roles
• Knowledge of programming and software debugging (script-based or object-oriented environments)
• Familiarity with complex system integration (machine builders system integrators end-user environments)
• Experience working in an international or multicultural environment

Qualifications

• Bachelors or Masters degree in Engineering Computer Science or a related technical field or equivalent practical experience
• 26 years of experience in a technical support or customer-facing engineering role within electronics robotics manufacturing automation or IT environments
• Previous exposure to customer service or technical support functions is preferred
• Professional proficiency in English and German (spoken and written)
• Ability to work effectively in a team-oriented international environment
• Strong attention to detail and ability to manage tasks with accuracy and consistency
• Comfortable working in an office environment and using standard computer and communication tools including extended phone interactions
• Willingness and ability to travel internationally on an occasional basis (approximately 12 times per year)

Why join Cognex

Join Cognex and contribute to shaping the future of automation through advanced machine vision and AI technologies. As a global leader Cognex combines cutting-edge innovation with a strong commitment to delivering an exceptional customer experiencesupported by a global network of technical experts and industry-leading support capabilities designed to make complex automation solutions easier to deploy maintain and scale.

In this role you will play a critical part in that mission. By delivering high-quality technical support and driving effective problem resolution you will directly contribute to customer success operational efficiency and long-term satisfaction.

You will work on complex high-impact applications across a wide range of industries while developing deep technical expertise in a fast-evolving innovation-driven environment. As part of an international and collaborative team you will help ensure that every customer interaction reinforces Cognexs reputation for excellence and reliability.