Underground Boilermaker: Maintenance & Fabrication

Awx; Mount Isa City; Hybrid; AUD 60,000 - 90,000; Full time

Benefits offered by this job

Mindfulness program (Calm)

Volunteer Paid Time Off

Volunteer/donation matching

Job summary

Rockwell Automation is seeking a Remote Support Engineer to join the RSS team in Hawthorn, Melbourne. You will provide technical support for Rockwell Automation's hardware and software, resolving complex automation challenges across controllers, HMI, networks and related technologies.

You will report to the Team Lead, Remote Support Services, and operate in a hybrid environment. This role offers growth in a fast-paced, customer-centric setting with opportunities to develop diagnostic and

Qualifications

• Bachelor's degree in Electronics, Mechatronics, Electrical Engineering or Computer Science.
• 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 skills with a customer‑focused approach.

Responsibilities

• Provide technical support to customers through phone, chat, and electronic support channels.
• Troubleshoot and resolve issues involving hardware/software products, including controllers, HMI, and networks.
• Analyze, reproduce, and investigate complex technical issues using available tools and environments.
• Document troubleshooting activities 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 (KCS) and maintain technical articles and best practices.
• Develop technical expertise and share knowledge through mentoring and training.
• Support continuous improvement initiatives that enhance customer experience and support quality.

Skills

Python

Go

Java

C++

JavaScript/Node.js

Education

Bachelor's degree in Electronics/Mechatronics/Electrical Engineering/CS

Tools

AWS

Azure

Google Cloud

KCS knowledge

Job description

Technical Support Engineer - Remote APAC

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).

About the Role

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.

What you will do and achieve

• 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.

Qualifications

• 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.

Nice to Have

• 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).

Job Description

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.

Your 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.

The Essentials - You Will Have:

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.

The Preferred - You Might Also Have:

Experience with industrial automation systems, including PLCs, HMIs, and industrial networks.

CCNA or equivalent industrial networking certification.

What We Offer:

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.