Product Support Engineer

Job Description

Provide comprehensive technical support to customers and evaluators, encompassing installation troubleshooting, product configuration assistance, and diagnosing hardware and operating issues related to product functionality and proper usage. Contribute to the design, development, and testing of the Emerson MES product, Syncade. Collaborate closely with customers and the internal software development team to identify and resolve complex software product issues. Monitor and troubleshoot application processes and system resources to ensure adherence to key system performance indicators. Develop methodologies for reproducing customer issues and effectively gathering technical data to communicate requirements to the development team. Ensure compliance with established service level agreements. Execute and refine functional, performance, and non-regression tests. Implement innovative strategies to optimize troubleshooting efficiency. Document technical knowledge and solutions through manuals. Effectively prioritize and manage multiple customer issues concurrently.

Who You Are

You excel at gathering and developing technical data to troubleshoot product issues that meet customer expectations, providing essential technical support for Syncade customers and evaluators, and ensuring compliance with defined service level agreements.

Requirements

• Minimum of 2 years of proven experience in a manufacturing environment.
• Willingness and ability to learn new technologies to meet organizational needs.
• Demonstrated ability to diagnose and troubleshoot technical issues and customer queries.
• Strong team player with the ability to build and maintain positive colleague relationships.
• Proficiency in managing and scheduling multiple priorities.
• Possess strong analytical skills.
• Proven work experience as a Technical Support Engineer.
• Ability to independently devise solutions to problems.
• Excellent problem-solving skills.
• Excellent oral and written communication skills.

Preferred Qualifications

• Bachelor of Science in Engineering/Computer Science or equivalent.
• Good knowledge of various database software such as SQL Server.
• Knowledge of Crystal Reports, Scripting, IIS, Linux, and MongoDB is a plus.