About the role

  • Post-sale Customer Field/Support Engineer interfacing with clients as a technical expert during initial implementation and ongoing support at customer sites.
  • Provide Tier 1-3 level support including reproduction and documentation of system events.
  • Perform onsite and remote installations worldwide.
  • Diagnose, troubleshoot, and resolve issues providing root cause analysis to customers.
  • Perform onsite customer training during initial installation and ongoing as required.
  • Collaborate with customers to engineer effective solutions incorporating Waterfall products.
  • Collaborate with Pre-Sales and Sales teams to educate and gather customer needs/requirements.
  • Monitor assigned customer support cases and update activities in company tracking system.
  • Document service and installation actions by completing forms, reports, logs, and records.

Requirements

  • 3 to 5 years’ experience working in IT or OT Infrastructures – Networking Fundamentals, Traffic capture and analysis, IT or OT Network Protocols, Security, Scripts, Batch files.
  • Advanced level Windows and Linux environment mastery, including OS installation, system modification and debug.
  • 3 to 5 years of experience as a Technical Support Engineer or similar role.
  • Proven troubleshooting capabilities of software and hardware issues.
  • Great customer interpersonal and communication skills.
  • Availability for frequent traveling – approx. 40% of the time when applicable.
  • Experience with multidisciplinary systems.
  • Advantage: High-level database management, installation, and troubleshooting: MSSQL, MySQL, Oracle, Postgres, MariaDB.
  • Advantage: Experience with OSI PI and OPC data systems installation and support.
  • Advantage: Familiarity with SCADA (high level).
  • Advantage: Presales background.
  • Advantage: Knowledge of Industrial Control Systems (ICS).
  • Education: BS/MS degree in Computer Science, Engineering, or related field.

Job title

Support Engineer

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

Bachelor's Degree

Location requirements

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