Product Support Engineer

Job description

Job responsibilities

• Own technical escalations for your assigned system types
• Support FSEs with complex troubleshooting and root cause identification
• Review logs, system data, configurations, drawings, and failure history to determine next steps
• Reproduce field failures on equipment in the office
• Test PLC, robot, software, electrical, and configuration changes to prove or disprove a theory
• Build clear troubleshooting plans that FSEs can execute in the field
• Identify repeat failures and trends across the fleet
• Escalate systemic product issues to Product Engineering with clear data, testing, and recommendations

Job requirements

• Bachelor’s degree in engineering or a related technical field
• Experience supporting automation deployed across multiple customer sites
• Experience building technical support documentation or knowledge bases
• Experience working between field service and product engineering teams
• Experience using failure and service data to reduce repeat issues and repeat site visits