Remote Support Engineer – Industrial Automation

Core Talent; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Rockwell Automation seeks a Remote Support Engineer to join the Remote Support Services team based in Hawthorn, Melbourne. You will provide technical support for Rockwell Automation’s hardware and software portfolio, assisting customers with controllers, HMI, industrial networks, and related technologies.

You will report to the Team Lead, Remote Support Services, and operate in a hybrid environment, collaborating with Engineering, Product Management, and Quality to resolve complex issues and

Qualifications

• Provide technical support to customers via phone, chat, and email.
• Troubleshoot and resolve issues across Rockwell Automation hardware and software.
• Document troubleshooting activities, findings, and resolutions in service tickets and share knowledge.

Responsibilities

• Provide technical support to customers through phone, chat, and electronic support channels.
• Troubleshoot and resolve issues involving Rockwell Automation’s hardware and software products, including controllers, HMI, industrial networks, and related technologies.
• Analyze, reproduce, and investigate complex technical issues using available tools, test environments, and engineering resources.
• Document troubleshooting activities, findings, and resolutions in service tickets while maintaining a high standard of customer communication.
• Collaborate with Engineering, Product Management, Quality, and other teams to investigate and resolve product issues.
• Contribute to the Knowledge-Centered Service (KCS) process through the creation and maintenance of technical articles, knowledge assets, and best practices.
• Develop technical expertise in assigned product areas and share knowledge through mentoring, training, and team collaboration.
• Support continuous improvement initiatives that enhance customer experience, operational efficiency, and support quality.

Skills

Technical support

Troubleshooting

Customer communication

Documentation

Team collaboration

KCS knowledge

Education

Bachelor

Job description

Rockwell Automation seeks a Remote Support Engineer to join the Remote Support Services team based in Hawthorn, Melbourne. You will provide technical support for Rockwell Automation’s hardware and software portfolio, assisting customers with controllers, HMI, industrial networks, and related technologies.

You will report to the Team Lead, Remote Support Services, and operate in a hybrid environment, collaborating with Engineering, Product Management, and Quality to resolve complex issues and