Senior Technical Support Engineer - Multilingual (EN/IT)

Cognex Corporation; Milano; Ibrido; EUR 60.000 - 90.000; Tempo pieno

Descrizione del lavoro

Cognex Corporation in Milan, Italy, is seeking a Senior Customer Support Engineer to act as a key technical escalation contact for Cognex products. You will provide expert remote support in English and Italian, own complex issues, and coordinate with engineering and product teams to ensure customer success across Europe in a hybrid work model.

You will mentor junior engineers, contribute to knowledge base content, and document cases in the CRM system, driving root-cause analysis and continuous

Competenze

• Bachelor's or Master's degree in Engineering, Computer Science, or a related technical field.
• 5+ years of experience in a technical support or customer-facing engineering role within electronics, robotics, manufacturing, automation, or IT environments.
• 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 via web and phone.
• Lead resolution of high-impact technical issues, coordinating 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 customer satisfaction.
• Maintain proactive communication with customers, providing regular updates and managing expectations.
• Document and manage cases in the CRM system with high-quality records, including knowledge base contributions.

Descrizione del lavoro

Cognex Corporation in Milan, Italy, is seeking a Senior Customer Support Engineer to act as a key technical escalation contact for Cognex products. You will provide expert remote support in English and Italian, own complex issues, and coordinate with engineering and product teams to ensure customer success across Europe in a hybrid work model.

You will mentor junior engineers, contribute to knowledge base content, and document cases in the CRM system, driving root-cause analysis and continuous