Support Engineer

Lensa; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company in the manufacturing sector seeks a Support Engineer for their Technical Support team, focusing on helping clients optimize their use of the ArchFX Platform. This remote role requires strong technical troubleshooting abilities, a background in Computer Science, and excellent communication skills to collaborate effectively with global teams. The role supports Customer Success and is a pivotal part of delivering innovative solutions in Industry 4.0.

Benefits

Comprehensive healthcare options

Retirement contributions

Equity grants

Hands-on problem-solving opportunities

Remote-first work culture

Qualifications

• 2+ years of experience in Level 1 Technical Support or 1+ year in Level 2 Support.
• Experience in QA and customer engagement in a SaaS environment.
• Ability to manage multiple tasks effectively.

Responsibilities

• Resolve customer issues related to the ArchFX Platform.
• Respond to support inquiries via multiple channels.
• Document technical issues and contribute to knowledge base.

Skills

Troubleshooting skills

Communication skills

Collaboration

Education

Bachelor's degree in Computer Science or related field

Tools

SQL

Zendesk

Jira

Asana

Job description

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Lensa partners with DirectEmployers to promote this job for Arch Systems.

Remote | Full-Time | Wednesday–Sunday Coverage

Ideal candidates for this job will be located in the US, India, or Taiwan.

Salary range posted is based for the US specifically using data from the San Francisco Bay Area. Salary is based on location and experience.

About This Role

As a Support Engineer on our Technical Support team, you'll play a vital role in resolving customer issues and ensuring a seamless experience with our ArchFX Platform. You'll work at the intersection of streaming IoT data, advanced manufacturing machines, and virtual factory environments—helping electronics manufacturers unlock real-time insights and performance.

ArchFX Cloud processes millions of data points daily from factory machines and integrates them into a dynamic “factory map”—a core component that supports real-time visibility, analytics, and decision-making across the factory floor. Your role will focus on supporting this factory mapping infrastructure and ensuring stable data connectivity between machines and the ArchFX platform.

You'll be backed by domain experts and engineers who are reshaping Industry 4.0—and together, you'll help deliver the next wave of innovation in connected manufacturing.

What You Will Own & Drive

• Troubleshoot, track, and resolve technical issues, delivering outstanding support for Arch customers.
• Respond to customer inquiries via ticketing systems, live sessions, and phone support.
• Work a flexible schedule from Wednesday to Sunday, including weekends.
• Document technical issues, write knowledge base articles, and contribute to internal and customer-facing troubleshooting resources.
• Collaborate closely with Level 2 Support, Technical Account Managers, and Applications Engineers to ensure long-term customer success.
  
  

What You Bring to the Table

• 2+ years of Level 1 Technical Support or 1+ year of Level 2 Support in a SaaS environment.
• Bachelor's degree in Computer Science or a related technical field.
• Strong troubleshooting skills across network, Linux, and Windows environments.
• Working knowledge of cloud and web applications, IoT systems, data pipelines, and design for security/performance.
• Hands-on experience with SQL and database troubleshooting.
• Clear, professional communication skills and a collaborative approach.
• Ability to manage multiple tasks and prioritize effectively.
• Experience working with global teams and cross-cultural collaboration, particularly in Asia and the Americas.
• Willingness to participate in a 24/7 on-call rotation.
• Comfort working both independently and as part of a distributed team.
• Ability to travel internationally for training, summits, or customer visits (up to 10%).
• Fluent English communication skills, written and verbal.
  
  

What Makes You Stand Out

• Experience with networking protocols (e.g., HTTP, MQTT).
• Familiarity with electronics, discrete manufacturing, or factory equipment.
• Python experience for scripting and automation.
• Power user of tools like Zendesk, Jira, Asana, etc.
• Passion for innovation in manufacturing and Industry 4.0.
  
  

How We Will Support You

• Innovate with Impact: Your work will power smarter, more efficient, and more sustainable factories around the world.
• Collaborative Culture: Join a global, cross-functional team where transparency, inclusion, and curiosity are celebrated.
• Growth & Development: Expand your skills with hands-on problem-solving, access to industry experts, and a clear path for career progression.
• Equity & Ownership: We believe in shared success. Equity grants align your contributions with Arch's mission and growth.
• Remote-First Flexibility: Thrive in a remote-first culture that promotes balance and connection through intentional collaboration.
  
  

Application Process

Please submit resumes in English. We encourage passionate applicants to apply, even if they don't meet every qualification. At Arch, we value authenticity and believe in hiring individuals as their full, unique selves. We're committed to fostering an environment where team members can leverage their strengths while continuously learning and growing. Don't let imposter syndrome hold you back—if you're excited about this opportunity, we'd love to hear from you!

About Arch Systems Inc.

At Arch Systems, we empower discrete manufacturing facilities with deep data insights that enable optimal efficiency, precise KPIs, and proactive decision-making. We work with leading manufacturers to integrate and optimize their data for actionable intelligence, fueling productivity and operational excellence.

Compensation Practices

Our commitment to equitable compensation is central to our values. We benchmark our compensation structure against competitive market rates, specifically using data from the San Francisco Bay Area, to ensure fair and transparent pay practices. Our structure comprises a base salary, performance-based incentives, and, where applicable, equity ownership to align with our long-term vision.

For US-based employees, our benefits package includes comprehensive healthcare options for both employees and dependents, retirement contributions, and other supportive resources for wellbeing and development.

International applicants who join through our trusted global partners will receive benefits specific to their region and will also be granted non-qualified stock options (NQSOs) from Arch Systems, enabling them to share in our company's success.

Remote Equal

Arch champions a remote-first work environment since its inception, promoting flexibility and inclusivity across all teams. While we welcome talent from diverse locations, we currently do not offer visa sponsorship.

Arch is committed to full compliance with regulations from the Office of Foreign Assets Control (OFAC) to ensure alignment with all applicable sanctions programs. This means we do not engage in transactions or employment practices that conflict with OFAC regulations, including the hiring of individuals residing in regions subject to US sanctions.

If you have questions about this posting, please contact [e-mail]

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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