Customer Support Engineer

Cognex Corporation; Wrocław; Hybrid; PLN 60,000 - 90,000; Full time

Job summary

Cognex Corporation in Wroclaw is seeking a Customer Support Engineer to deliver expert remote technical support to English and German-speaking Cognex customers across Europe. The role is hybrid (3 days in the office, 2 days remote) and involves collaborating with a distributed team to ensure timely resolutions and high customer satisfaction.

You will troubleshoot technical issues, document cases, and stay current with Cognex technologies through ongoing training.

Qualifications

• Bachelor’s or Master’s degree in Engineering or related field.
• 2–6 years in technical support or customer-facing engineering role.
• Fluent in English and German (spoken and written).
• Ability to work in cross-border international teams.

Responsibilities

• Serve as front-line technical support for Cognex products.
• Understand issues, ask diagnostic questions, assess severity.
• Troubleshoot, reproduce issues, identify root causes, provide solutions.
• Maintain high customer satisfaction through professional interactions.
• Document cases in CRM and contribute to knowledge base.
• Collaborate with global teams to improve support.

Skills

Troubleshooting

Industrial automation

Networking protocols

Technical communication

Customer-focused

Education

Engineering degree

Job description

We are looking for a Customer Support Engineer in our Wrocław office working on a hybrid schedule - 3 days in the office and 2 remote.

As a Customer Support Engineer, you will serve as a key point of contact and entry point for incoming customer requests, delivering expert remote technical support to English and German speaking Cognex customers across Europe. You will be part of a distributed team of engineers located across the region, collaborating to deliver consistent, high-quality support. You will play a critical role in ensuring customer success by understanding customer needs, driving effective resolutions, and maintaining a high level of customer satisfaction. Collaboration on effective resolutions and customer satisfaction is achieved via participation in our customer interaction recording platform. This role requires a strong customer-first mindset, technical curiosity, and a proactive, solution-oriented approach to problem-solving.

Key Responsibilities

• Serve as the front-line technical support for Cognex products, handling customer requests submitted via web and phone
• Understand customer issues, ask effective troubleshooting questions, assess severity, and drive timely resolution
• Troubleshoot and reproduce reported issues, identify root causes, and provide solutions or suitable workarounds
• Ensure high customer satisfaction through responsive, professional, and customer-focused interactions
• Maintain clear and consistent communication with customers, providing regular updates on case progress
• Accurately document and manage cases in the CRM system, ensuring high-quality and actionable records, including participation in recorded customer interactions in line with standard support practices.
• Identify unexpected product behaviors and elevate complex or unresolved issues to engineering and product teams
• Collaborate with global technical support teams to ensure efficient troubleshooting and resolution
• Contribute to knowledge sharing by creating and maintaining knowledge base articles and technical documentation
• Support continuous improvement by sharing feedback on products, documentation and support processes
• Stay up to date with Cognex technologies through ongoing training; contribute to knowledge transfer within the team

Core Skills (Required)

• Strong troubleshooting and analytical skills, with the ability to diagnose complex technical issues and identify root causes
• Familiarity with industrial and automation environments, with basic knowledge of PLCs, robotics, or manufacturing systems
• Understanding of networking fundamentals and industrial communication protocols (e.g., TCP/IP, Ethernet/IP, Profinet, Modbus)
• Ability to interpret technical documentation, system architectures, and wiring diagrams
• Ability to reproduce issues and validate solutions in a structured and methodical manner
• Clear and effective communication skills, with the ability to adapt to different customer profiles (technical and non-technical)
• Customer-first mindset with a structured, solution-oriented approach to problem-solving
• Ability to quickly learn and apply new technologies in a structured manner

Nice to Have

• Familiarity with machine vision fundamentals, including optics, lighting, and image acquisition principles
• Experience with Cognex products and technologies (e.g., DataMan, In‑Sight, VisionPro, Deep Learning)
• Exposure to image processing, computer vision, or deep learning applications
• Experience in technical support or customer‑facing engineering roles
• Knowledge of programming and software debugging (script‑based or object‑oriented environments)
• Familiarity with complex system integration (machine builders, system integrators, end‑user environments)
• Experience working in an international or multicultural environment

Qualifications

• Bachelor’s or Master’s degree in Engineering, Computer Science, or a related technical field, or equivalent practical experience
• 2–6 years of experience in a technical support or customer‑facing engineering role within electronics, robotics, manufacturing, automation, or IT environments
• Previous exposure to customer service or technical support functions is preferred
• Professional proficiency in English and German (spoken and written)
• Ability to work effectively in a team‑oriented, international environment
• Strong attention to detail and ability to manage tasks with accuracy and consistency
• Comfortable working in an office environment and using standard computer and communication tools, including extended phone interactions
• Willingness and ability to travel internationally on an occasional basis (approximately 1–2 times per year)