Customer Support Engineer

About the Role

The Customer Support Engineer is responsible for resolving product configuration and application issues/questions for Velotic Proficy Manufacturing Software Solutions.

Key Responsibilities

• Provide direct technical support by responding to customer requests via phone web and email.
• Own and manage personal caseload and perform callbacks and case follow-through as defined by published Case Management Guidelines.
• Respond to incoming customer inquiries from field engineers distributors sales staff certified support providers integrators and end users.
• Provide product support troubleshooting and customer management to ensure efficient problem resolution with a focus on critical and high-priority accounts and situations.
• Research and troubleshoot issues involving all aspects of Manufacturing Software solutions including but not limited to user interface network and communication connectivity and performance edge component interoperability data collection and storage visualization analytics machine monitoring software and associated control systems hardware infrastructure and interfaces to enterprise systems.
• Identify and resolve product configuration and application issues utilizing comprehensive knowledge of Proficy Manufacturing Software products and familiarity with the broader product suite.
• Stage and test multi-product systems to identify and resolve reported product issues.
• Troubleshoot and identify product problems for presentation to Engineering for resolution or disseminate appropriate information necessary to correct configuration issues.
• Act as a liaison between customers and Engineering Marketing and Professional Services teams to provide expertise on product architecture and complex functionality.
• Consult with QA Development and Management regarding problem escalation problem resolution and potential critical accounts and situations.
• Create content for the Technical Support Knowledge Base.
• Develop an understanding of how Velotic software is applied in the marketplace and how customers deploy solutions within manufacturing environments.

Qualifications :

Required Qualifications

• Bachelors degree in Computer Science Engineering or a related technical field. A two-year diploma or extensive Technical Support experience will also be considered.
• Strong dedication to quality customer service and customer success.
• Proven ability to learn new technologies and software quickly.
• Ability to rapidly diagnose reproduce troubleshoot and resolve customer issues.
• Strong troubleshooting analytical and problem-solving skills.
• Strong written and verbal communication skills.
• Strong common-sense and logical reasoning abilities.
• Excellent time management skills with the ability to work independently and manage multiple priorities.
• Positive attitude when dealing with customers and co-workers.
• Demonstrated ability to deliver high-quality consistent work and serve as a positive example through work ethic and approach.
• Ability to fluently speak and write in English.

Preferred Qualifications

• Experience within Manufacturing Industrial Automation Operations Technology (OT) or related industries.
• Domain knowledge in manufacturing automation controls data acquisition and industrial analytics.
• Background in SCADA/HMI client-server application architecture.
• Experience with Windows operating systems networking security and authentication concepts.
• Experience with SQL Server Oracle or other relational databases.
• Experience troubleshooting complex software environments using a variety of applications and third-party tools.
• Experience with Apache and IIS web servers.
• Experience with VMware or other virtualization platforms.
• Experience with PTC KepServerEX ThingWorx and/or Proficy applications.
• Understanding of industrial software deployment connectivity data collection visualization and integration with enterprise systems.

Additional Information :

Why Join Velotic

Velotic is uniquely positioned at the intersection of industrial operations advanced connectivity and AI. Joining now means you can help shape:
 

Culture & Growth

• Build foundational People Ops systems processes and culture from day one.
• Work within a team defined by ambition collaboration authenticity and speed.
• Influence global operating models and employee experience at scale.
   

Work-Life Balance

• Flexible work arrangements
• Discretionary Time Off (DTO)
• Global paid parental leave
• Employee Assistance Program (EAP

Join Us

Learn more at: 

Remote Work :

Yes

Employment Type :

Full-time