Customer Support Engineer

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

📋 Description

• Address product, configuration, and application inquiries and issues related to Velotic Proficy Manufacturing Software Solutions.

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

• Manage and take ownership of a personal caseload, ensuring timely callbacks and case follow-up.

• Respond to questions from field engineers, distributors, sales personnel, certified support providers, integrators, and end users.

• Offer product support, troubleshooting, and customer management with a focus on critical and high-priority accounts and situations.

• Investigate and resolve manufacturing software issues concerning user interfaces, networking, connectivity, edge interoperability, data collection and storage, visualization, analytics, machine monitoring, hardware infrastructure, and enterprise-system interfaces.

• Identify and rectify product, configuration, and application issues utilizing knowledge of Proficy products and the overall product suite.

• Stage and test multi-product systems to pinpoint and resolve reported issues.

• Troubleshoot and identify product challenges for Engineering or provide data to rectify configuration problems.

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

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

• Generate content for the Technical Support Knowledge Base.

• Cultivate an understanding of software applications and customer deployments 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 delivering quality customer service and ensuring customer success.

• Proven capability to swiftly learn new technologies and software.

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

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

• Excellent written and verbal communication skills.

• Strong common-sense reasoning and logical thinking skills.

• Exceptional time management skills; capable of working independently and juggling multiple priorities.

• Maintain a positive demeanor when interacting with customers and colleagues.

• Demonstrated ability to produce high-quality, consistent work.

• Proficient in spoken and written English.

• Willingness to work during EST hours to support North America-based clients.

• Preferred: experience in Manufacturing, Industrial Automation, Operations Technology (OT), or related fields.

• Preferred: domain expertise in manufacturing, automation, controls, data acquisition, and industrial analytics.

• Preferred: familiarity with SCADA/HMI client-server application architecture.

• Preferred: knowledge of Windows operating systems, networking, security, and authentication concepts.

• Preferred: experience with SQL Server, Oracle, or other relational databases.

• Preferred: ability to troubleshoot complex software environments using applications and third-party tools.

• Preferred: experience with Apache and IIS web servers.

• Preferred: knowledge of VMware or other virtualization platforms.

• Preferred: experience with PTC KepServerEX, ThingWorx, and/or Proficy applications.

• Preferred: experience with industrial software deployment, connectivity, data collection, visualization, and enterprise-systems integration.

🏝️ Benefits

• Competitive benefits and compensation package.

• Flexible work arrangements available.

• Discretionary Time Off (DTO).

• Global paid parental leave.

• Employee Assistance Program (EAP).