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Benefits offered by this job
Job summary
Rockwell Automation is hiring a Technical Support Engineer to support customers remotely in the APAC region, with hybrid work in Melbourne. You will resolve architecture, performance and operational challenges, build diagnostics, and contribute to scalable solutions across controllers, visualization, and networks.
The role requires a bachelor's degree in a related field and 2+ years in industrial automation, plus strong problem solving and customer-focused skills. A hybrid policy applies.
Qualifications
- Bachelor's degree in Electronics, Mechatronics, Electrical Engineering, Computer Science or related field.
- 2+ years of experience with industrial automation products or systems.
- Excellent written and verbal communication.
Responsibilities
- Provide technical support to customers through phone, chat and email.
- Troubleshoot and resolve issues involving automation hardware and software.
- Analyze, reproduce, and investigate complex technical issues using available tools and test environments.
- Document troubleshooting activities and resolutions in service tickets with clear communication.
- Collaborate with Engineering, Product Management and Quality teams to resolve product issues.
Skills
Education
Tools
Job description
Our mission is to create a world where software builds and improves itself.
We build the platform for self-improving software development, helping the world's largest enterprise engineering teams turn their organizations into autonomous software factories. Customers including Nvidia, Blackstone, Royal Bank of Canada (RBC), Palo Alto Networks, Adobe, and T-Mobile run Factory to ship code, review PRs, run tests, and deploy continuously - getting smarter with every cycle.
In 2026, we raised $200M at a $5B valuation, bringing our total funding to over $400M. We are backed by world-class investors and operators including Khosla Ventures, Sequoia, Blackstone, Ali Ghodsi (CEO of Databricks), and Frank Slootman (Former CEO of Snowflake).
Our mission is to create a world where software builds and improves itself.
We build the platform for self-improving software development, helping the world's largest enterprise engineering teams turn their organizations into autonomous software factories. Customers including Nvidia, Blackstone, Royal Bank of Canada (RBC), Palo Alto Networks, Adobe, and T-Mobile run Factory to ship code, review PRs, run tests, and deploy continuously - getting smarter with every cycle.
In 2026, we raised $200M at a $5B valuation, bringing our total funding to over $400M. We are backed by world-class investors and operators including Khosla Ventures, Sequoia, Blackstone, Ali Ghodsi (CEO of Databricks), and Frank Slootman (Former CEO of Snowflake).
Factory is bringing autonomy to software engineering. We are looking for a Technical Support Engineer to ensure customers get maximum value from our developer-centric platform. This position sits at the intersection of customer success, product management and engineering. You will partner with customers to resolve architecture, performance and operational challenges and contribute to internal tools that improve our product's scalability. As with all Factory roles, you will help shape how we build and deliver autonomous software and will work closely with our leadership and technical teams to ensure operational excellence as we scale.
- Solve complex customer challenges. Work alongside our customers to address technical issues in architecture, performance, recovery and security - becoming an expert resource on best practices for running Factory's platform.
- Serve as an advocate for customers. Interface with product management and engineering teams to represent customer needs and ensure that feedback informs our product.
- Develop tools and diagnostics. Contribute to internal projects such as software tools for performance benchmarking, diagnostics and automation, and help shape playbooks for deployment and operational excellence.
- Collaborate cross-functionally. Partner with customer success, growth, and engineering to design scalable processes and dashboards that drive data-informed decisions.
- Programming: proficiency in one or more modern languages such as Python, Go, Java, C++, or JavaScript/Node.js.
- Operational experience: experience administering large-scale production environments, including hardware, operating systems, networks (firewalls/load balancers), and cloud platforms like AWS, Azure, or Google Cloud.
- Excellent written and verbal communication skills.
- A genuine desire to help people and advocate for customer success.
- A strong diagnostic instinct - the ability to investigate and solve problems calmly and effectively in real time.
- A capacity to rapidly learn new technical skills and adapt to emerging technologies.
- Strong teamwork skills and sound judgment on when to seek help or collaborate.
- Experience with AI/ML or enterprise software (especially B2B SaaS) that complements Factory's mission.
- Prior work at startups or in high-growth environments where you built processes and tools from scratch.
- Familiarity with observability tools, automation frameworks or CI/CD pipelines.
- Basic coding or scripting abilities beyond your primary language (e.g., writing integrations or automations).
Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 28000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility -our people are energized problem solvers that take pride in how the work we do changes the world for the better.
We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that's you we would love to have you join us!
We are seeking a Remote Support Engineer to join our Remote Support Services (RSS) team based in Hawthorn, Melbourne.
In this role, you will provide technical support for Rockwell Automation's hardware and software portfolio, helping customers resolve complex automation challenges across controllers, visualization, industrial networks, condition monitoring, and related technologies. This is an excellent opportunity to develop expertise in industrial automation while supporting customers across a diverse range of industries and applications.
You will report to the Team Lead, Remote Support Services, and work in a hybrid environment.
- 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.
- Bachelor's degree in Electronics, Mechatronics, Electrical Engineering, Computer Science or related field.
- Minimum 2 years of experience working with industrial automation products or systems.
- Strong analytical and troubleshooting skills with the ability to resolve complex technical problems.
- Effective verbal and written communication skills with a customer-focused approach.
- Ability to work collaboratively in a fast-paced technical environment.
- Experience with industrial automation systems, including PLCs, HMIs, and industrial networks.
- CCNA or equivalent industrial networking certification.
- Comprehensive mindfulness programmes with a premium membership to Calm
- Volunteer Paid Time off available after 6 months of employment for eligible employees.
- Company volunteer and donation matching programme - Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
- Employee Assistance Program
- Personalized wellbeing programs through our On Track program
- On-demand digital course library for professional development
At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.
#LI-Hybrid #LI-CT1
Rockwell Automation's hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.
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