Customer Support Engineer

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Deliver direct technical assistance through phone, web, and email channels.

• Manage a personal caseload, ensuring timely callbacks and thorough case follow-up.

• Address inquiries from field engineers, distributors, sales personnel, certified support providers, integrators, and end users.

• Offer product support, troubleshooting, and customer management to facilitate effective problem resolution.

• Investigate and resolve manufacturing software issues related to user interfaces, networks, connectivity, edge components, data collection, storage, visualization, analytics, machine monitoring, hardware infrastructure, and enterprise system interfaces.

• Identify and rectify product, configuration, and application challenges associated with Proficy Manufacturing Software products.

• Prepare and evaluate multi-product systems to detect and resolve product-related issues.

• Troubleshoot and determine product problems for Engineering resolution or supply information to correct configuration discrepancies.

• Collaborate with customers and Engineering, Marketing, and Professional Services teams regarding product architecture and intricate functionalities.

• Consult with QA, Development, and Management on escalations, resolutions, and critical account matters.

• Generate content for the Technical Support Knowledge Base.

• Cultivate an understanding of customer software implementations in manufacturing settings.

⛳️ Requirements

• Bachelor's degree in Computer Science, Engineering, or a related technical discipline.

• A two-year diploma or substantial Technical Support experience will also be taken into account.

• Strong commitment to providing quality customer service and ensuring customer success.

• Demonstrated capability to quickly grasp new technologies and software.

• Proficient in rapidly diagnosing, reproducing, troubleshooting, and resolving customer issues.

• Strong analytical, troubleshooting, and problem-solving abilities.

• Excellent written and verbal communication skills.

• Strong common-sense and logical reasoning capabilities.

• Exceptional time management skills, with the ability to work independently and handle multiple priorities.

• Positive demeanor when interacting with customers and colleagues.

• Proven track record of delivering high-quality, consistent work and serving as a positive role model through work ethic and approach.

• Proficiency in speaking and writing fluently in English.

• Experience in Manufacturing, Industrial Automation, Operations Technology (OT), or related fields.

• Domain expertise in manufacturing, automation, controls, data acquisition, and industrial analytics.

• Background in SCADA/HMI client-server application architecture.

• Familiarity with Windows operating systems, networking, security, and authentication principles.

• Experience with SQL Server, Oracle, or other relational databases.

• Proven ability to troubleshoot complex software environments using various applications and third-party tools.

• Experience with Apache and IIS web servers.

• Familiarity 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.

🏝️ Benefits

• Competitive benefits and salary package.

• Flexible work options available.

• Discretionary Time Off (DTO).

• Global paid parental leave policy.

• Employee Assistance Program (EAP).