Customer Support Engineer
Customer Support Engineer
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Job Description
Job Description
Key Responsibilities
Provide first-line technical support via phone web and remote tools.
Diagnose and resolve issues involving:
- Cognex products: DataMan barcode readers In-Sight vision systems VisionPro and Deep Learning tools.
- Industrial protocols: TCP/IP FTP EtherNet/IP Profinet Modbus SLMP DeviceNet.
- Automation components: PLCs in-motion scales dimensioners label printer/applicators sensors.
Reproduce customer issues in lab environments and provide workarounds or solutions.
Maintain detailed case documentation in CRM and ensure timely updates to customers.
Create and maintain technical documentation FAQs and knowledge base articles.
Collaborate with global support teams and escalate issues to engineering when needed.
Participate in continuous training on new technologies and products.
Technical Skills & Knowledge
Strong understanding of machine vision image processing and optics.
Experience with industrial automation systems including PLC ladder logic and robotic control.
Ability to read and interpret electrical schematics wiring diagrams and technical documentation.
Programming knowledge in JavaScript C# C VB; ability to debug script-based and object-oriented code.
Familiarity with networking concepts and remote diagnostic tools.
Ability to replicate customer environments and simulate real-world issues.
Qualifications
Bachelors or Masters degree in Engineering Computer Science or related technical field.
24 years of experience in technical support preferably in automation robotics or IT.
Fluent in Italian and English; Spanish is a strong advantage.
Strong communication problem-solving and multitasking skills.
Willingness to travel internationally if required.
#LI-PM1
Additional Job Description
Employment Type
Full-Time
