Technical Support Representative

Seton; Cranberry Township (Butler County); On-site; USD 65,000 - 83,000; Full time

Benefits offered by this job

Health insurance

401(k) with company match

Paid time off and holidays

Dress-for-your-day dress code

Matching gifts

Family planning benefits

Job summary

Brady's Pittsburgh office in Cranberry Township, PA, is seeking a Technical Support Representative to deliver advanced product support for automated laser engraving and pin marking systems. This is not an IT help desk role; you will assist external customers by phone, email, and case management, with an on-site requirement at Cranberry Township.

You will document interactions, perform remote diagnostics, and work toward resolving cases while maintaining professionalism with customers,

Qualifications

• Minimum 5+ years in technical support or customer service.
• Experience troubleshooting electrical/mechanical systems in industrial context.
• Proficient with CRM systems such as Salesforce.

Responsibilities

• Serve as first-level support via phone, email, and chat.
• Provide high-quality technical customer support for engraving systems.
• Use remote diagnostics to isolate hardware/software issues.
• Aim to resolve 90% of cases.
• Travel for training or as needed (~10%).

Skills

Technical support experience

Communication skills

Travel readiness

Education

Associate degree or technical school

Tools

Salesforce

Job description

Our Pittsburgh office, located in Cranberry Township, PA, is looking for a Technical Support Representative to join our Engraving Solutions business, which sells through our Brady and Gravotech brands.

This role is pivotal in driving technical excellence. You will provide advanced product support for automated laser engraving and pin marking systems while ensuring a high level of customer satisfaction.

This is not an IT help desk role – you will be supporting external customers through phone, email, and case management systems.

This is an on-site role at our location in Cranberry Township, PA .

What You'll Be Doing:

• Case Handling: Serve as the first level of support for customers experiencing highly technical problems via phone, email, and chat; accurately document interactions and elevate complex cases to the field service team.
• Technical Support: Provide high-quality technical customer support across our products and services.
• Remote Diagnostics & Testing: Utilize remote desktop tools and electrical test equipment (e.g. multimeters) to isolate hardware, software, and system issues efficiently.
• Case Resolution: Work diligently to resolve cases throughout their lifecycle with a goal of closing 90% of all received cases.
• Customer Relations: Maintain a superior level of professionalism with customers, distributors, and internal teams to build positive, long-term rapport.
• Quality Assurance: Ensure all support is delivered with accuracy and timeliness, staying updated on technological developments to meet both customer needs and core business goals.
• Field Service: Travel may be required for training purposes or as the business requires.

What You Will Need To Be Successful:

• Associate degree, equivalent technical school education or comparable work experience.
• 5+ years of technical support or customer service experience
• Experience troubleshooting electrical and/or mechanical systems is required.
  • PLCs: Diagnosing and recovering automated systems, including PLC ladder logic (Allen-Bradley, Siemens)
  • Programming vision systems (Cognex, Keyence)
  • Industrial Automation: familiar with motion control systems, sensors, electronics and other electronics
• Solid understanding of Salesforce and/or equivalent CRM systems.
• Excellent written and verbal communication skills paired with strong, decisive decision-making abilities.
• Effective analytical and troubleshooting skills and the ability to manage multiple priorities efficiently while maintaining flexibility to perform other duties as needed.
• Prior experience in a field service or field support role is preferred.
• Ability to support travel including overnight when needed, approximately 10%. Valid drivers license required.

About Us:

Who we are:
Brady makes products that make the world a safer and more productive place. We are a global leader in safety, identification and compliance solutions for a diverse range of workplaces. From the depths of the ocean to outer space, from the factory floor to the delivery room - we're just about everywhere you look. Companies around the world trust Brady because of our deep expertise and knowledge across a wide range of industries and applications - powered by our world-class manufacturing capabilities.

We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace and more. As of July 31, 2025, Brady employed approximately 6,400 people in our worldwide businesses. Our fiscal 2025 sales were approximately $1.51 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. You can learn more about us at www.bradycorp.com .

Why work at Brady:
A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth.

Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you'll feel connected to the community through our charitable contributions and opportunities to give back.

Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world.

• Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision
• Generous 401(k) with company match
• Paid time off and holidays
• Opportunity to participate in incentive programs for all full-time employees
• Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance
• Scholarship program for children of Brady employees
• A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities
• Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management)
• Dress-for-your-day dress code
• Charitable contributions matched through Brady's Matching Gift program

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