Cognex
- Robot type
- Robotics
- Location
- NatickMassachusettsUSA
- Job type
- Customer Success
- Posted
- Oct 29, 2026
Senior Customer Support Engineer
Job description
We are working on a hybrid schedule, 3 days in the office, 2 at home.
Your primary responsibility as a Senior Technical Support Engineer will be to provide remote support of Cognex designed systems and solutions to system integrators or direct end user customers. This role has a high degree of customer interface and is expected to provide a high level of customer service and satisfaction. Typical Industry applications include: parcel and pallet conveyors, sorters, interfacing with in-motion scales, dimensioners, label printer/applicators, scanners and sensors and PLC controls software. Our TSE’s are often the first call that our customers make when they need support.
Job requirements
- Ability to guide customers in how to use Cognex products and explain the cause of more complex trouble in an easy-to-understand manner.
- Understand when and how to react and maintain composure and professionalism when handling different types of customers.
- Understand different types of communication and when to apply them.
- Active listening skills and the ability to gain a full and accurate understanding of the customer point of view.
- Strong ability to demonstrate empathy and establish a good customer relationship
- Strong ability to de-escalate customer frustrations and maintain focus on the issue at hand.
- Understand how to set realistic customer expectations and the ability to explain product capabilities to customers.
- Specialized knowledge of image processing, analysis, and deep learning techniques.
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