Senior Customer Support Engineer - Hybrid (Milan)

Cognex Corporation

Milano

Ibrido

EUR 55.000 - 85.000

Tempo pieno

14 giorni+

Generatore di candidature

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Descrizione del lavoro

Cognex Corporation in Milan, Italy offers a Senior Customer Support Engineer role with a hybrid schedule (3 days in office, 2 remote). You will deliver expert remote technical support to Cognex customers in English and Italian, own complex issues, coordinate with engineering, and ensure high customer satisfaction across Europe.

You will mentor engineers, document cases, and contribute to knowledge sharing while staying up to date with Cognex technologies.

Competenze

Bachelor’s or Master’s degree in Engineering, Computer Science, or a related technical field, or equivalent practical experience.
5+ years of experience in a technical support or customer-facing engineering role within electronics, robotics, manufacturing, automation, or IT environments.
Proven experience handling complex technical issues and customer interactions in a professional environment.
Experience mentoring or supporting junior engineers is a plus.
Professional proficiency in English and Italian (spoken and written).
Ability to thrive in a collaborative, international, and distributed team environment.

Mansioni

Serve as the front-line technical escalation point for Cognex products, handling complex customer requests.
Lead the resolution of complex or high-impact technical issues, including cross-functional coordination with engineering and product teams.
Understand customer environments, ask effective troubleshooting questions, assess severity, and define resolution strategies.
Troubleshoot and reproduce advanced technical issues, identify root causes, and deliver robust solutions or workarounds.
Drive end-to-end ownership of critical cases, ensuring timely resolution and a high level of customer satisfaction.
Maintain clear and proactive communication with customers, providing regular updates and managing expectations.
Accurately document and manage cases in the CRM system, ensuring high-quality and actionable records.
Mentor and support junior engineers in both technical problem-solving and customer interaction.