Senior Technical Support Engineer — Escalations & RCA

Dikton S.r.l

Ivrea

On-site

EUR 45,000 - 60,000

Full time

4 days ago

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Job summary

Dikton S.r.l is seeking a Technical Support Engineer at Ivrea to provide specialist support for complex issues and contribute to continuous product improvement. The role involves developing technical documentation for service organizations and collaborating with R&D, Quality, and Manufacturing teams.

The successful candidate will handle hardware-related escalations, perform advanced diagnostics, conduct RCA, and deliver technical training to technicians, partners, and customers.

Qualifications

Experience handling hardware and software escalations.
Strong diagnostic and RCA skills with complex systems.
Ability to create clear technical documentation for service teams.

Responsibilities

Manage hardware-related escalations from customers and service organizations.
Perform advanced diagnostics on electronic, electromechanical, and mechanical systems.
Handle 3rd/4th-level software escalations and analyze software issues.
Analyze logs, events, and anomalies to identify root causes.
Collaborate with R&D, Quality, Engineering and Manufacturing to implement corrective actions.
Create and maintain service manuals, troubleshooting guides, maintenance procedures, spare parts catalogs, and knowledge base.
Deliver technical training to technicians, partners, and customers.

Skills

Escalation management

Diagnostics

Root Cause Analysis

Technical documentation

Cross-functional collaboration

Job description

The successful candidate will handle hardware-related escalations, perform advanced diagnostics, conduct RCA, and deliver technical training to technicians, partners, and customers.

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