Technical Support Engineer – EMEA Focus

🔥 41 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.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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SmartSights

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1993

☁️ SaaS

🏭 Manufacturing

🤝 B2B

SaaS • Manufacturing • B2B

SmartSights is a production-intelligence software company that helps industrial operations reduce downtime and make faster, data-driven decisions by connecting alarms, operational data, analytics, reporting, dashboards and issue management. Its product suite includes WIN-911 (real-time alarm notification and escalation), XLReporter (automated operations reporting & analytics), SmartSights Mobile (remote decision-making), ABLE (data-collection and operational-efficiency accelerator), PEER (issue ticketing and response management), and OneView (production dashboards). SmartSights targets industrial sectors such as water & wastewater, food & beverage, life sciences, manufacturing, oil & gas, infrastructure and CPG, and emphasizes compatibility with existing SCADA, historians, PLCs, MES and ERP systems. The company positions itself as a B2B SaaS/enterprise solution with 30,000+ installations across 100+ countries and decades of experience delivering alarm intelligence, reporting automation, and production visibility to reduce firefighting and improve operational efficiency.

📋 Description

• Manage support requests by phone, email, and Support Platforms during remote sessions, keeping tickets current and customers informed through resolution • Troubleshoot software, Windows environments, network configurations, and related technologies methodically • Support customers across EMEA, the U.S., and Asia as needed • Identify and document software defects, provide reproducible examples, and collaborate with Product Management and Engineering on resolutions • Create technical documentation, knowledge base articles, and how-to videos • Provide product guidance and technical training to customers and partners • Identify recurring issues, share insights, and recommend improvements to products and support processes • Travel to Europe, including the UK, for customer, partner, or business needs

🎯 Requirements

• Direct experience supporting EMEA customers, including working across cultures and time zones • Strong troubleshooting and critical thinking skills • Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to different audiences • Working knowledge of Windows Server and Windows desktop operating systems • Experience with network configurations and connectivity troubleshooting • Proficiency with Microsoft Excel • Strong organization, prioritization, and ticket management skills • Initiative and follow-through to work effectively in a fully remote environment • A bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience • Availability to work a schedule aligned with EMEA customer needs • Ability to travel internationally if required • Industrial automation or software experience with organizations such as GE, Rockwell Automation, Schneider Electric, Wonderware, ABB, or Siemens • Experience working with systems integrators or industrial distribution channels • SQL Server, IIS, and Windows Domain/Active Directory experience • Experience troubleshooting hardware that interacts with software • Familiarity with voice technologies, including VoIP

🏖️ Benefits

• Competitive salary and bonus structure • Fully remote work from an approved location • Medical, dental, and vision insurance • Company Paid Short-term and long-term disability coverage • Company Paid Basic Life Insurance • Basic and voluntary life insurance • 401(k) plan with a straight 4% company match • Flexible PTO with no accruals • Career development opportunities

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