Engineer, Remote Support

Rockwell Automation; Mayfield Heights (OH); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Join a leading technology company as a Remote Support Engineer, where you will provide vital technical support for FactoryTalk software used across various industries. This hybrid role combines remote assistance with customer interaction, promoting a flexible work environment. Ideal candidates possess a Bachelor's degree and a passion for problem-solving in automation systems.

Benefits

Health Insurance (Medical, Dental, Vision)

401k

Paid Time Off

Parental and Caregiver Leave

Flexible Work Schedule

Qualifications

• Bachelor's degree required.
• Experience troubleshooting industrial automation systems preferred.
• Legal authorization to work in the U.S.

Responsibilities

• Provide support services to internal and external customers.
• Create and publish knowledgebase articles for customer reference.
• Occasionally cover after-hours shifts for 24/7 support.

Skills

Problem Solving

Technical Support

Customer Service

Education

Bachelor's degree

Tools

FactoryTalk Operation Suite

Microsoft Windows Server

SQL Server

IIS

Job description

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers—amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility—our people are energized problem solvers who take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you, we would love to have you join us!

Job Description

The Remote Support Engineer, reporting to the Remote Support Team Lead, will work with customers to resolve their application and product issues, enabling them to maintain or improve their automation systems. The Engineer will join our Information Software team, working with leading FactoryTalk Operation Suite software across various industries. The primary responsibility is to provide technical support for FactoryTalk View Site Edition and FactoryTalk Optix.

This is a hybrid role based out of our Mayfield Heights, OH, or Milwaukee, WI locations.

Your Responsibilities:

1. Provide support services to internal and external customers, including end-user Operators, OEMs, Developers, System Administrators, Field Consultants, and Engineers.
2. Deliver exceptional customer service from inception to resolution for each issue.
3. Support will primarily be via telephone, with additional support via email or technical notes.
4. Create and publish knowledgebase articles, blogs, or videos for reference by customers and Rockwell Automation employees.
5. Occasionally cover after-hours shifts and carry a weekend support phone for 24/7 customer support.

The Essentials - You Will Have:

• Bachelor's degree
• Legal authorization to work in the U.S. (We will not sponsor visas)

The Preferred - You Might Also Have:

• 2+ years' experience troubleshooting, implementing, or designing industrial process or automation systems
• Knowledge of Rockwell Automation's FactoryTalk Operation Suite, including FactoryTalk Optix, FactoryTalk View SE, ViewPoint, Linx Gateway, RSView32, and ThinManager
• Understanding of PLCs, Ethernet networking, domain administration, historians, SQL, and HMI systems
• Experience with Microsoft Windows Server, SQL Server, web applications, relational databases, and open-source projects
• Proficiency with IIS and DCOM
• Familiarity with Microsoft Technologies such as Visual Studio, SQL, SSR
• Programming skills in Java, VBA, PowerShell, JavaScript, Python, C#, C++, or similar
• Knowledge of industrial networks and protocols like OPC and MQTT

What We Offer:

• Health Insurance (Medical, Dental, Vision)
• 401k
• Paid Time Off
• Parental and Caregiver Leave
• Flexible Work Schedule
• More details at www.raquickfind.com

At Rockwell Automation, we are committed to diversity, inclusion, and authenticity. If you're excited about this role but your experience doesn't match all qualifications, we encourage you to apply. You might be the right fit for this or other roles.

This position is part of a job family; experience will determine the level and compensation.

#LI-Hybrid

#LI-TH1

We are an Equal Opportunity Employer, including for disability and veterans.

If you need assistance or accommodations during the application process, contact our services team at [phone].

Our hybrid policy expects employees to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless otherwise required.