Customer Success Engineer

Software Toolbox - Full Stack Industrial AI; Matthews (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Software Toolbox in North Carolina is seeking a Customer Success Engineer to join our growing team. You will be the technical bridge for customers, handling complex troubleshooting across industrial connectivity software and AI-enabled platforms.

Expect to diagnose OPC/DA, UA, MQTT, and Modbus issues, collaborate with engineers, and help build robust knowledge bases. Strong SCADA/HMI/PLC familiarity and clear communication are essential for success.

Qualifications

• 1-2+ years in industrial automation, controls engineering, or system integration.
• Foundational knowledge of TCP/IP and industrial protocols such as OPC DA/UA, MQTT, and Modbus.
• Exposure to SCADA, HMI, PLCs, or industrial control systems through coursework or work.
• Strong written and verbal communication skills for technical and non-technical audiences.
• Professional English proficiency to support international customers.

Responsibilities

• Provide technical support and troubleshoot connectivity issues across SCADA/HMI environments.
• Diagnose protocol mismatches and issues using Wireshark and related tools.
• Collaborate with development teams to isolate defects and resolve compatibility problems.
• Contribute to knowledge base and deliver remote support with professional follow-through.
• Assist with pre-sales technical evaluations and select the right solutions for customers.
• Create technical content such as notes, articles, guides and training materials.
• Work with product management and sales to incorporate customer feedback into the roadmap.
• Document delivery models for professional services and contribute to scalable solutions.

Skills

Industrial automation

Controls engineering

System integration

Networking fundamentals

OPC DA/UA

MQTT

Wireshark

Technical writing

Education

Electrical Engineering

Computer Engineering

STEM field

Tools

TOP Server

OPC Router

Cogent DataHub

N3uron

Job description

Software Toolbox is a full-stack industrial AI company that specializes in delivering innovative industrial connectivity software, data platforms, and AI agents to support manufacturing and process industries. The company's advanced solutions, includes TOP Server, OPC Router, and OmniServer, N3uron, and Cogent DataHub are recognized for exceptional customer support and high customer satisfaction. The company is now leading with an AI-first mindset and delivering cutting-edge AI capabilities like jonjon.ai, a specialized agent for addressing industrial challenges and providing actionable insights. Serving leading global businesses across diverse industries such as automotive, chemicals, power generation, oil and gas, and food and beverage, Software Toolbox empowers clients to navigate their industrial AI transformation.

Outcome / Mission

Protect and strengthen customer retention through technical excellence. Be the deepest point of expertise our customers, partners, and teammates can turn to when the problem is hardest.

You’ll do this by embodying our team values every day: Customers First (staying on top of cases and responding within SLA), Working Together (asking for help when you need it, and stepping in when a teammate does), Continuous Improvement (finding better ways to work and hitting team goals), Personal Excellence (using feedback and reviews to keep growing), and Stewardship (taking care of your tools, your work, and the people around you).

Above all, this is about outcomes for the customer, not who gets the credit for the fix.

Our Customer Success team holds a 97% customer satisfaction rate. That number exists because we match, and often exceed, the technical depth of the engineers and system integrators who call us. We are a small, collaborative, highly skilled team. When someone has a problem nobody else can solve, they call us.

This role is growing in importance as more of our customers move to full-stack deployments: field devices through OPC servers, up into cloud and UNS-based architectures. You’ll be the technical bridge between our team and users ranging from SI partners, distributors, and direct end-users.

What You’ll Do

1. Technical Support & Troubleshooting

• Serve as a technical resource for customer issues (connectivity failures, protocol mismatches, integration edge cases), escalating the most complex cases to senior engineers while building toward independent ownership
• Diagnose and resolve communication problems involving OPC DA/UA, MQTT, REST APIs, TCP/IP networking, and adjacent protocols such as Modbus and DNP3, using tools such as Wireshark and packet analyzers, with support from senior team members as needed
• Work across customer environments spanning SCADA and HMI platforms, PLCs (Allen-Bradley/Rockwell, Siemens, Schneider Electric, and similar), cloud-connected infrastructure, and IIoT edge architectures, including oil & gas field data collectors and EFM data
• Collaborate with development partners to isolate, reproduce, and resolve software defects and compatibility issues
• Build strong networking fundamentals to troubleshoot connectivity beyond the device layer
• Support customers across energy, oil and gas, food and beverage, automotive, water/wastewater, manufacturing, and more — adapting to each environment and audience
• Apply creative problem-solving, sometimes borrowing approaches from other industries or competing platforms, to resolve issues nothing in the documentation quite covers.
• Track resolution patterns and contribute findings back to the team and knowledge base to reduce repeat incidents

2. Professional Engineering Services

• Support professional services engagements alongside senior engineers, learning expert-level setup, configuration, and integration practices
• Contribute to architecture and system design discussions as you build toward independent consulting
• Grow into a recognized product expert across the Software Toolbox portfolio
• Proactively test our platform across varied customer environments to surface bugs, edge cases, and improvement opportunities before customers run into them.
• Deliver remote support with the professionalism and follow-through this team is known for
• Assist with pre-sales technical evaluations to help customers choose and implement the right solutions from day one
• Create technical content (application notes, knowledge base articles, video guides, blog posts, training materials) that turns your field experience into resources customers and teammates can use
• Work alongside product management, development, and sales to advance the roadmap using real customer feedback
• Contribute to the team’s collective knowledge by engaging in hands-on collaborative problem solving and sharing what you learn along the way
• Learn and help document the professional services delivery model as this practice grows

Required Qualifications (Must-Have)

• 1-2+ years of experience in industrial automation, controls engineering, system integration, or an adjacent field such as networking, application consulting, or technology-based engineering
• Foundational knowledge of networking fundamentals (TCP/IP) and eagerness to learn industrial protocols such as OPC DA/UA, MQTT, and Modbus
• Exposure to SCADA, HMI, PLCs, or industrial control systems through coursework, certifications, or hands-on work
• Strong written and verbal communication skills, comfortable on video calls, able to explain technical concepts clearly to both technical and non-technical audiences
• Investigative, exploratory mindset: comfortable digging into documentation, datasheets, and real-world testing to find answers
• Patient, empathetic communication style: able to read between the lines and clarify what a customer actually needs
• Professional English proficiency, written and spoken, to support international customers and produce clear documentation
• Bachelor’s degree in Electrical Engineering, Computer Engineering, a STEM-related field, or equivalent technical training or experience

Preferred Qualifications

• Hands-on experience with SCADA or HMI platforms (AVEVA, Ignition, FactoryTalk, or equivalent)
• Familiarity with PLC environments (Allen-Bradley/Rockwell, Siemens, Schneider Electric, or similar) or field protocols such as Modbus, DNP3, or BACnet
• Experience using Wireshark or equivalent packet analysis tools
• Scripting ability for troubleshooting and automation, and working knowledge of SQL databases
• Familiarity with TOP Server/KEPServerEX, OPC Router, Cogent DataHub, or N3uron, or equivalent connectivity and aggregation platforms
• Exposure to cloud platforms in industrial contexts such as Azure IoT Hub or AWS Greengrass
• Prior customer-facing experience in a technical role, such as support, consulting, sales engineering, or technical account management
• Sound judgment on emerging tech trends: separating real signal from hype
• AI-first mindset: comfortable using AI tools to accelerate research, diagnostics, and documentation
• Interest in growing into a senior technical or professional services role over time