Customer Support Engineer

Job not on LinkedIn

🔥 3 minutes ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cielo Talent

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

📦 Logistics

👥 HR Tech

Healthcare • Logistics • HR Tech

Cielo Talent is a global talent acquisition partner that offers a range of solutions in recruitment process outsourcing, contingent workforce management, and talent acquisition consulting. They leverage advanced technology, including AI, to provide tailored solutions for businesses seeking to fill specific talent needs. With a focus on diversity, equity, and inclusion, Cielo aims to partner with organizations worldwide to improve their talent acquisition strategies. They work across various industries, such as healthcare, life sciences, and technology, to deliver effective and efficient hiring solutions.

📋 Description

• Provide direct technical support via phone, web, and email • Own and manage a personal caseload, including callbacks and case follow-through • Respond to inquiries from field engineers, distributors, sales staff, certified support providers, integrators, and end users • Provide product support, troubleshooting, and customer management for efficient problem resolution • Research and troubleshoot manufacturing software issues involving user interfaces, networks, connectivity, edge components, data collection, storage, visualization, analytics, machine monitoring, hardware infrastructure, and enterprise system interfaces • Identify and resolve product, configuration, and application issues involving Proficy Manufacturing Software products • Stage and test multi-product systems to identify and resolve product issues • Troubleshoot and identify product problems for Engineering resolution or provide information to correct configuration issues • Liaise with customers and Engineering, Marketing, and Professional Services teams on product architecture and complex functionality • Consult with QA, Development, and Management regarding escalation, resolution, and critical accounts • Create content for the Technical Support Knowledge Base • Develop understanding of customer software deployments in manufacturing environments

🎯 Requirements

• Bachelor's degree in Computer Science, Engineering, or a related technical field • A two-year diploma or extensive Technical Support experience will also be considered • Strong dedication to quality customer service and customer success • Proven ability to learn new technologies and software quickly • Ability to rapidly diagnose, reproduce, troubleshoot, and resolve customer issues • Strong troubleshooting, analytical, and problem-solving skills • Strong written and verbal communication skills • Strong common-sense and logical reasoning abilities • Excellent time management skills with the ability to work independently and manage multiple priorities • Positive attitude when dealing with customers and co-workers • Demonstrated ability to deliver high-quality, consistent work and serve as a positive example through work ethic and approach • Ability to fluently speak and write in English • Experience within Manufacturing, Industrial Automation, Operations Technology (OT), or related industries • Domain knowledge in manufacturing, automation, controls, data acquisition, and industrial analytics • Background in SCADA/HMI client-server application architecture • Experience with Windows operating systems, networking, security, and authentication concepts • Experience with SQL Server, Oracle, or other relational databases • Experience troubleshooting complex software environments using a variety of applications and third-party tools • Experience with Apache and IIS web servers • Experience 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 compensation • Flexible work arrangements • Discretionary Time Off (DTO) • Global paid parental leave • Employee Assistance Program (EAP)