Industrial Manufacturing Software Support Engineer

Cielo Projects; United States; Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Discretionary Time Off (DTO)

Global paid parental leave

Employee Assistance Program (EAP)

Job summary

Velotic is seeking a Customer Support Engineer to provide direct technical support for Proficy Manufacturing Software solutions. You will manage a caseload, respond to inquiries from field engineers, distributors, and end users, and troubleshoot across UI, connectivity, data collection, and enterprise integration.

Join a fast-growing, independent software company focused on industrial operations. You will work EST hours to support NA clients, collaborate with Engineering, QA, and Professional

Qualifications

• Proven ability to learn new technologies and software quickly.

Responsibilities

• Provide direct technical support by responding to customer requests via phone, web, and email.
• Own and manage personal caseload and perform callbacks and case follow-through as defined by published Case Management Guidelines.
• Respond to incoming customer inquiries from field engineers, distributors, sales staff, certified support providers, integrators, and end users.
• Provide product support, troubleshooting, and customer management to ensure efficient problem resolution, with a focus on critical and high-priority accounts and situations.
• Research and troubleshoot issues involving Manufacturing Software solutions including, but not limited to, UI, network connectivity, data collection, visualization, analytics, and interfaces to enterprise systems.
• Identify and resolve product, configuration, and application issues utilizing comprehensive knowledge of Proficy Manufacturing Software products and familiarity with the broader product suite.
• Stage and test multi-product systems to identify and resolve reported product issues.
• Troubleshoot and identify product problems for presentation to Engineering for resolution or disseminate information to correct configuration issues.
• Act as a liaison between customers and Engineering, Marketing, and Professional Services teams to provide expertise on product architecture and complex functionality.
• Consult with QA, Development, and Management regarding problem escalation and potential critical accounts.
• Create content for the Technical Support Knowledge Base.
• Develop an understanding of how Velotic software is applied in the marketplace and how customers deploy solutions within manufacturing environments.

Skills

Customer support

Troubleshooting

Communication

Technical learning

English fluency

Education

Bachelor's degree in Computer Science/Engineering or related field

Two-year diploma or extensive Technical Support experience

Tools

Windows OS

SQL Server

Oracle

VMware

Apache

IIS

KepServerEX

ThingWorx

Proficy

Job description

Velotic is seeking a Customer Support Engineer to provide direct technical support for Proficy Manufacturing Software solutions. You will manage a caseload, respond to inquiries from field engineers, distributors, and end users, and troubleshoot across UI, connectivity, data collection, and enterprise integration.

Join a fast-growing, independent software company focused on industrial operations. You will work EST hours to support NA clients, collaborate with Engineering, QA, and Professional