Technical Support Engineer 1

About Parsec

Parsec Automation LLC (Parsec) is a trailblazing creator and provider of manufacturing operations management software. Consistently recognized by organizations likeGartnerandIDCand a winner of numerous awards including theData Breakthrough AwardsAmerican Business andBest in Biz Parsec exemplifies leadership in the dynamic fast-paced manufacturing sector. With major companies such as Johnson & Johnson Merck Toyota Proctor & Gamble Eli Lilly Hershey Siemens and DuPont leveraging its innovative TrakSYS platform to tackle even the most complex manufacturing challenges Parsecs solutions are actively optimizing efficiency quality and compliance at over 11000 plants in more than 140 countries. Committed to customer success and driven by innovation Parsec continues to fulfill its mission of making the management of manufacturing operations as simple as possible.

Parsec is backed byBVP Forge a $780M fund in partnership with the $20B Bessemer platform that has backed industry-defining businesses such as LinkedIn MindBody Procore Shopify and Toast. BVP Forge combines Bessemers front-line industry insights proven growth IP and robust executive network with tailored resources for self-sustaining companies and the ForgeEdge operational program.

The Role

As a Technical Support Engineer I youll 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.

Youll 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).

Key Responsibilities

Platform and Application Support (70%)

• Provide Level 2 support for both the TrakSYS platform and implemented 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 )
• Document incidents root causes and corrective actions

Upgrades and Testing (10%)

• Support customer application upgrades
• Assist with functional and regression testing
• Identify document and report defects

Documentation and Knowledge Sharing (10%)

• Create and maintain Knowledge Base articles
• Document new and existing TrakSYS features
• Develop Application Notes Technical Guides deployment instructions and troubleshooting runbooks

Learning and Continuous Improvement (10%)

• Learn and apply Parsecs support methodologies and tools
• Stay current on TrakSYS platform features and updates
• Build expertise in MES concepts manufacturing workflows and support technologies

Qualifications

• Bachelors 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 /
• Microsoft SQL Server
• Web technologies (HTML XML JavaScript)
• Windows client and server operating systems

Preferred Experience

• Cloud platforms (Azure or AWS)
• Bootstrap CSS framework
• Software testing frameworks
• Manufacturing MES or process automation environments

Success Traits

• Strong analytical and troubleshooting skills
• Detail-oriented with excellent documentation habits
• Strong written and verbal communication skills
• Comfortable working in a fast-paced customer-driven environment
• Collaborative mindset with global teams
• Willingness to participate in rotating on-call and extended shift coverage
• Eager to learn and grow technical depth across enterprise manufacturing systems

Benefits

• $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