Customer Field/Support Engineer
We are seeking a Customer Field/Support Engineer to handle post-sale technical activities and ensure successful deployment and support of our company at customer sites. This role involves close collaboration with clients, providing both technical expertise and hands-on assistance during system implementation and ongoing maintenance.
Responsibilities
Provide Tier 13 technical support, including issue reproduction, troubleshooting, and documentation of system events.
Perform onsite and remote installations of our company products worldwide.
Diagnose, analyze, and resolve system issues, including root cause analysis and detailed reporting to customers.
Conduct onsite customer training during initial installation and as needed thereafter.
Work closely with customers to engineer and optimize solutions integrating our company products.
Collaborate with the Pre-Sales and Sales teams to understand customer requirements and assist with technical evaluations.
Manage assigned support cases and maintain accurate records in the companys tracking system.
Document all service and installation activities through detailed reports and logs.
We are seeking a Customer Field/Support Engineer to handle post-sale technical activities and ensure successful deployment and support of our company at customer sites. This role involves close collaboration with clients, providing both technical expertise and hands-on assistance during system implementation and ongoing maintenance.
Responsibilities
Provide Tier 13 technical support, including issue reproduction, troubleshooting, and documentation of system events.
Perform onsite and remote installations of our company products worldwide.
Diagnose, analyze, and resolve system issues, including root cause analysis and detailed reporting to customers.
Conduct onsite customer training during initial installation and as needed thereafter.
Work closely with customers to engineer and optimize solutions integrating our company products.
Collaborate with the Pre-Sales and Sales teams to understand customer requirements and assist with technical evaluations.
Manage assigned support cases and maintain accurate records in the companys tracking system.
Document all service and installation activities through detailed reports and logs.
Requirements:
35 years of experience working with IT or OT infrastructures including networking fundamentals, traffic capture and analysis, network protocols, security, and scripting (e.g., batch files).
Advanced proficiency in both Windows and Linux environments, including OS installation, system configuration, and debugging.
35 years of experience as a Technical Support Engineer or in a similar customer-facing technical role.
Proven troubleshooting expertise for both software and hardware issues.
Excellent interpersonal and communication skills with a strong customer-service orientation.
Willingness to travel up to 40% of the time (as required).
Experience with multidisciplinary systems (hardware, software, and networking).
Advantages
Experience with database management and troubleshooting (MSSQL, MySQL, Oracle, PostgreSQL, MariaDB).
Knowledge of OSI PI and OPC data systems installation and support.
Familiarity with SCADA systems and Industrial Control Systems (ICS).
Experience in pre-sales or customer technical engagement.
Education
BS/MS in Computer Science, Engineering, or a related technical field.
35 years of experience working with IT or OT infrastructures including networking fundamentals, traffic capture and analysis, network protocols, security, and scripting (e.g., batch files).
Advanced proficiency in both Windows and Linux environments, including OS installation, system configuration, and debugging.
35 years of experience as a Technical Support Engineer or in a similar customer-facing technical role.
Proven troubleshooting expertise for both software and hardware issues.
Excellent interpersonal and communication skills with a strong customer-service orientation.
Willingness to travel up to 40% of the time (as required).
Experience with multidisciplinary systems (hardware, software, and networking).
Advantages
Experience with database management and troubleshooting (MSSQL, MySQL, Oracle, PostgreSQL, MariaDB).
Knowledge of OSI PI and OPC data systems installation and support.
Familiarity with SCADA systems and Industrial Control Systems (ICS).
Experience in pre-sales or customer technical engagement.
Education
BS/MS in Computer Science, Engineering, or a related technical field.
This position is open to all candidates.
