Senior Technical Support Engineer

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Take ownership of front-line and second-line technical support for inspection deployments, managing the process from intake to resolution.

• Diagnose problems across applications, model behavior, edge devices, network systems, and controller integration.

• Enhance and manage the support portal, ticket taxonomy, SLAs, and the escalation pathway to engineering.

• Develop and sustain the knowledge base and troubleshooting documentation utilized by customers and field teams.

• Transform recurring support trends into product requirements, diagnostics, and testing coverage.

• Implement agents for triaging, log analysis, knowledge retrieval, and evaluate their impact on time to resolution.

• Provide support for machine vision and visual inspection within the Automation Control Software suite.

⛳️ Requirements

• A Bachelor's Degree or equivalent relevant work experience is required.

• Legal authorization to work in the US is mandatory.

• Generally requires a minimum of 2 years of related experience in a technical support or field engineering role.

• A Bachelor's degree in Engineering, Computer Science, or a similar technical field is preferred.

• Proven experience in providing technical support for software or hardware-software products.

• Proficient in diagnosing issues that involve software, networks, and physical hardware.

• Experience in managing a support function, including portal, ticketing systems, SLAs, and escalation processes.

• Comfortable using a Linux command line for log collection and diagnostics.

• Familiarity with industrial networking and controllers such as EtherNet/IP, OPC UA, and PLCs.

• Experience with troubleshooting machine vision systems, cameras, or optics.

• Background in creating knowledge bases or self-service documentation that effectively reduces ticket volume.

🏝️ Benefits

• Health Insurance, including Medical, Dental, and Vision coverage.

• 401k plan.

• Paid Time Off.

• Parental and Caregiver Leave.

• Flexible Work Schedule, allowing you to collaborate with your manager to create a work schedule that accommodates your personal life.