Technical Support Engineer — US Based with EMEA Focus and Work Schedule

SmartSights; United States; Remote; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Flexible PTO

Fully remote work from approved US or/

Disability coverage

Job summary

SmartSights is hiring a Technical Support Engineer to serve US-based customers with a strong focus on Europe, Middle East, and Africa. This fully remote role demands working across time zones, collaborating with Product Management and Engineering, and delivering practical solutions with trusted expertise.

You will own customer interactions, resolve complex issues, and contribute to knowledge bases and training materials. Travel to Europe (UK) may be required for business needs.

Qualifications

• Direct experience supporting EMEA customers.
• Strong troubleshooting and analytical thinking.
• Excellent written and verbal communication; can explain technical concepts clearly.
• Working knowledge of Windows Server and Windows desktop OS.
• Experience with network configurations and connectivity troubleshooting.

Responsibilities

• Own the customer experience by managing support requests via phone, email, and platforms, keeping tickets updated.
• Troubleshoot software, Windows environments, networks, and related tech with a methodical approach.
• Support a global customer base across US, Europe, and Asia as needed.
• Collaborate with Product Management and Engineering to reproduce and document defects.
• Create technical docs and how-to videos to help customers and colleagues.

Skills

EMEA experience

Troubleshooting

Communication

Remote work

Time-zone coordination

Education

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

Tools

Windows Server

Windows desktop

SQL Server

IIS

Active Directory

Excel

Job description

All Jobs > Technical Support Engineer — US Based with EMEA Focus and Work Schedule

Technical Support Engineer — US Based with EMEA Focus and Work Schedule
Fully Remote • Remote USA • Technical Support

Description

Technical Support Engineer — US Based with EMEA Focus and Work Schedule

SmartSights | Fully Remote | EMEA Schedule

Solve complex problems. Support critical operations. Build a career where your expertise makes a difference and Culture Matters!

When customers rely on software to keep their operations running, best in class support matters.

We’re looking for a technical problem solver who takes ownership, communicates clearly, and keeps digging until there’s a solution.

We’re hiring now and moving quickly. If you bring strong technical support experience, a track record supporting EMEA customers, and the drive to make an immediate impact, we want to hear from you.

About Us

SmartSights provides industrial analytics, alarm notification, and automated reporting software to manufacturers and critical infrastructure providers around the world. Our solutions help customers reduce downtime, support compliance, and improve productivity through real-time insights and rapid response workflows.

Behind that software is a team that understands the stakes and has each other’s backs.

Fully remote is how we work at SmartSights. We pair that flexibility with clear communication, accountability, and collaboration. Your expertise matters, your ideas have an audience, and your contributions have a visible impact.

About the Role

As a Technical Support Engineer, you’ll help customers and partners troubleshoot issues, strengthen their technical knowledge, and get more value from SmartSights solutions.

This role has a strong focus on supporting customers across Europe, alongside our global customer base. You’ll work directly with customers and collaborate with Product Management, Engineering, Channel Sales, and System Integrators to deliver practical solutions and trusted expertise.

You’ll have room to work independently, contribute ideas, and improve how we support our customers.

Requirements

About You

• Direct experience supporting EMEA customers, including working across cultures and time zones.
• Strong troubleshooting and critical thinking skills. You know how to isolate a problem, test an explanation, and determine the next step.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to different audiences.
• Working knowledge of Windows Server and Windows desktop operating systems.
• Experience with network configurations and connectivity troubleshooting.
• Proficiency with Microsoft Excel.
• Strong organization, prioritization, and ticket management skills.
• The initiative and follow-through to work effectively in a fully remote environment.
• A bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• Availability to work a schedule aligned with EMEA customer needs and travel internationally if required.

Experience that will help you stand out

• Industrial automation or software experience with organizations such as GE, Rockwell Automation, Schneider Electric, Wonderware, ABB, or Siemens.
• Experience working with systems integrators or industrial distribution channels.
• SQL Server, IIS, and Windows Domain/Active Directory experience.
• Experience troubleshooting hardware that interacts with software.
• Familiarity with voice technologies, including VoIP.

What you’ll do

• Own the customer experience - Manage support requests by phone, email, and Support Platforms during remote sessions, keeping tickets current and customers informed through resolution.
• Solve technical challenges - Troubleshoot software, Windows environments, network configurations, and related technologies with a methodical approach.
• Support a global customer base - Bring experience navigating EMEA customer needs, regional expectations, and time zones while supporting customers in the U.S. and Asia as needed.
• Partner with our technical teams - Identify and document software defects, provide reproducible examples, and collaborate with Product Management and Engineering on resolutions.
• Make expertise accessible - Create technical documentation, knowledge base articles, and how to videos that help customers and colleagues solve problems faster.
• Build customer capability - Provide product guidance and technical training to customers and partners.
• Improve the way we work - Spot recurring issues, share insights, and recommend changes that strengthen our products and support experience.
• Connect in person - Able to travel to Europe (UK) for customer, partner, or business needs.

Our Values Guide How We Work:

• Relentless Innovation: Stay curious and find better ways to solve problems.
• Urgency Matters: Respond with purpose and follow through.
• Got Your Back!: Share knowledge, support your teammates, and help customers succeed.

Compensation and Benefits

• Competitive salary and bonus structure.
• Fully remote work from an approved location.
• Medical, dental, and vision insurance.
• Company Paid Short-term and long-term disability coverage.
• Company Paid Basic Life Insurance
• Basic and voluntary life insurance.
• 401(k) plan with a straight 4% company match.
• Flexible PTO with no accruals.

SmartSights is an equal opportunity employer. We welcome diverse backgrounds, experiences, and perspectives and are committed to an inclusive environment for all employees.