Senior Technical Support Engineer - Industrial Automation

Judge Group, Inc.; Marlborough (MA); On-site; USD 46,000 - 62,000; Full time

Job summary

The Judge Group, Inc. in Marlborough, MA is seeking a Technical Support Specialist to provide advanced technical assistance to customers and internal teams.

You will diagnose, resolve, and prevent product issues while mentoring junior staff and collaborating with cross‑functional teams to improve product reliability. Responsibilities include remote diagnostics, documenting cases in CRM, supporting hardware and software, and participating in on‑call rotations.

Qualifications

• Technical degree with 6+ years of relevant experience in technical support, field service, or related roles.
• Experience in industrial manufacturing, automation, laser systems, or related technologies.
• Experience with CRM, ERP, and knowledge management systems.
• Background supporting electromechanical, electronic, or industrial equipment preferred.

Responsibilities

• Respond to customer inquiries via phone, email, and tickets with timely technical solutions.
• Troubleshoot hardware, software, and system-level issues independently.
• Perform remote diagnostics and guide customers through corrective actions or escalation procedures.
• Collaborate with Engineering, Field Service, Quality, and Operations to resolve recurring or systemic issues.
• Document support cases, root cause analyses, resolutions, and corrective actions within CRM and knowledge management systems.
• Assist with remote system testing, verification, and validation of product fixes and new releases.
• Identify support trends and recommend preventive solutions, process improvements, and training opportunities.
• Provide technical guidance and mentorship to junior support team members.
• Participate in on-call rotations and provide after-hours technical support as required.

Education

Technical degree with 6+ years of relevant experience

Job description

The Judge Group, Inc. in Marlborough, MA is seeking a Technical Support Specialist to provide advanced technical assistance to customers and internal teams.

You will diagnose, resolve, and prevent product issues while mentoring junior staff and collaborating with cross‑functional teams to improve product reliability. Responsibilities include remote diagnostics, documenting cases in CRM, supporting hardware and software, and participating in on‑call rotations.