Lead Technical Support Engineer, Manufacturing Information Systems

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

📋 Description

• Offer technical leadership for implementations at customer and manufacturing sites.

• Oversee the deployment, configuration, testing, rollout, and stabilization of UI-driven manufacturing applications.

• Assist Implementation Support Engineers in setting up workflows, operator interfaces, business rules, integrations, user roles, permissions, and application settings.

• Act as the primary technical escalation point for intricate or high-stakes implementation challenges.

• Collaborate with Engineering to address product defects.

• Create and uphold implementation standards, methodologies, and best practices.

• Work alongside Manufacturing Operations, IT, Product, and Engineering to convert production requirements into effective solutions.

• Confirm application functionality and resolve configuration, deployment, and production issues.

• Track implementation milestones, recognize risks, and ensure timely project completion.

• Generate and maintain implementation documentation, standard operating procedures (SOPs), configuration guides, and knowledge resources.

• Educate end users and manufacturing supervisors on application functionality and best practices.

• Spot opportunities to enhance implementation processes, application usability, and customer experience.

• Relay customer and manufacturing feedback to Product and Engineering for product improvements.

⛳️ Requirements

• A minimum of 6 years of experience in application implementation, technical support, software deployment, or systems engineering.

• Proficiency in configuring enterprise or web-based applications.

• Knowledge of client-server architecture and REST APIs.

• Familiarity with the AWS cloud platform.

• Experience with version control tools such as Git.

• Basic SQL knowledge for data validation and troubleshooting.

• Comfortable working in both Windows and Linux environments.

• Strong communication skills and stakeholder management capabilities.

• Ability to collaborate with cross-functional technical and business teams.

• Willingness to travel to manufacturing sites as necessary.

• Bachelor's degree in Computer Science, Information Technology, Electronics, Industrial Engineering, or a related field (preferred).

• Experience with Manufacturing Systems, Factory Automation, or Industrial Software (preferred).

• Familiarity with Agile/Scrum methodologies (preferred).

• Experience using ticketing systems such as Jira or Zendesk (preferred).

🏝️ Benefits

• Remote-First operating model and culture.

• Flexibility to work from home.

• Collaborative spaces for team members to work together physically.

• Autonomy to define team roadmaps.

• Freedom to utilize programming languages and technologies that best fit the team.

• Opportunity to create an enterprise-level impact in a small, agile environment.

• Inclusive culture emphasizing fairness, respect, and belonging.