Product Support Engineer

Responsibilities:

• Provide comprehensive technical support to customers and evaluators, addressing installation issues, product configuration, hardware and operating system troubleshooting, and product operational errors.
• Contribute to the design, development, and testing of the Emerson MES product, Syncade.
• Collaborate closely with customers and internal software development teams to diagnose and resolve complex software product issues.
• Monitor and troubleshoot application processes and system resources to ensure adherence to key system performance indicators.
• Develop methodologies and gather technical data to effectively reproduce customer issues and communicate requirements to the development team.
• Ensure strict compliance with defined service level agreements (SLAs).
• Execute and enhance functional, performance, and non-regression tests, implementing innovative techniques to optimize troubleshooting efficiency.
• Document technical knowledge and solutions comprehensively in manual formats.
• Prioritize and manage multiple customer issues concurrently.

Requirements:

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

Preferred Qualifications:

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