Remote Support Engineer, Smart Building & Automation

Johnson Controls; City of Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Mindfulness program

Volunteer paid time off

Volunteer matching program

Employee assistance program

On Track wellbeing program

Online 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 hardware and software, troubleshoot complex automation challenges, and collaborate across engineering and product teams to resolve issues.

You will document findings, mentor others, and contribute to knowledge assets while improving customer experience. Hybrid work is available with a focus on responsive service delivery.

Qualifications

• Bachelor's degree in Electronics, Mechatronics, Electrical Engineering, Computer Science or related field.
• Minimum 2 years of experience with industrial automation products or systems.
• Strong analytical and troubleshooting skills with the ability to resolve complex technical problems.
• Effective verbal and written communication with a customer-focused approach.

Responsibilities

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

Skills

Analytical skills

Troubleshooting

Customer communication

Collaboration

Education

Bachelor's in Electronics/Mechatronics/EE/CS

Tools

PLC systems

HMIs

Industrial networks

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 hardware and software, troubleshoot complex automation challenges, and collaborate across engineering and product teams to resolve issues.

You will document findings, mentor others, and contribute to knowledge assets while improving customer experience. Hybrid work is available with a focus on responsive service delivery.