Remote Support Engineer: Automation Systems & Innovation

Business Nest; City of Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

mindfulness programmes with Calm

Volunteer Paid Time off after 6 months

Donation matching programme

Employee Assistance Program

On Track wellbeing program

On-demand digital course library

Job summary

Rockwell Automation is seeking a Remote Support Engineer to join the Remote Support Services team in Hawthorn, Melbourne. You will provide technical support for Rockwell hardware and software across controllers, HMI, and industrial networks, working in a hybrid environment.

You will report to the Team Lead, Remote Support Services, and collaborate with Engineering, Product Management, and Quality to resolve complex technical issues and improve customer satisfaction.

Qualifications

• Bachelor's degree or higher in Electronics, Mechatronics, Electrical Engineering, Computer Science or related field is required.
• Minimum 2 years of experience with industrial automation products or systems.

Responsibilities

• Provide technical support to customers through phone, chat, and electronic support channels.
• Troubleshoot and resolve issues involving Rockwell Automation hardware and software products including controllers, HMI, and networks.
• Analyze, reproduce, and investigate complex technical issues using tools and test environments.
• Document troubleshooting activities, findings and resolutions in service tickets with clear customer communication.
• Collaborate with Engineering, Product Management, Quality and other teams to resolve product issues.
• Contribute to Knowledge-Centered Service by creating and maintaining technical articles and best practices.
• Develop technical expertise and share knowledge through mentoring and training.
• Support continuous improvement initiatives to enhance customer experience and support quality.

Skills

Analytical skills

Troubleshooting

Customer-focused communication

Collaborative

Technical documentation

Education

Bachelor's degree in Electronics, Mechatronics, Electrical Engineering, Computer Science or related field

Tools

CCNA certification

Job description

Rockwell Automation is seeking a Remote Support Engineer to join the Remote Support Services team in Hawthorn, Melbourne. You will provide technical support for Rockwell hardware and software across controllers, HMI, and industrial networks, working in a hybrid environment.

You will report to the Team Lead, Remote Support Services, and collaborate with Engineering, Product Management, and Quality to resolve complex technical issues and improve customer satisfaction.