About the Role
The Customer Support Engineer is responsible for resolving product, configuration, and application issues/questions for Velotic Proficy Manufacturing Software Solutions.
Key Responsibilities
- Provide direct technical support by responding to customer requests via phone, web, and email.
- Own and manage personal caseload and perform callbacks and case follow-through as defined by published Case Management Guidelines.
- Respond to incoming customer inquiries from field engineers, distributors, sales staff, certified support providers, integrators, and end users.
- Provide product support, troubleshooting, and customer management to ensure efficient problem resolution, with a focus on critical and high-priority accounts and situations.
- Research and troubleshoot issues involving all aspects of Manufacturing Software solutions including, but not limited to, user interface, network and communication connectivity and performance, edge component interoperability, data collection and storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems.
- Identify and resolve product, configuration, and application issues utilizing comprehensive knowledge of Proficy Manufacturing Software products and familiarity with the broader product suite.
- Stage and test multi-product systems to identify and resolve reported product issues.
- Troubleshoot and identify product problems for presentation to Engineering for resolution or disseminate appropriate information necessary to correct configuration issues.
- Act as a liaison between customers and Engineering, Marketing, and Professional Services teams to provide expertise on product architecture and complex functionality.
- Consult with QA, Development, and Management regarding problem escalation, problem resolution, and potential critical accounts and situations.
- Create content for the Technical Support Knowledge Base.
- Develop an understanding of how Velotic software is applied in the marketplace and how customers deploy solutions within manufacturing environments.
Required Qualifications
- Bachelor's degree in Computer Science, Engineering, or a related technical field. A two-year diploma or extensive Technical Support experience will also be considered.
- Strong dedication to quality customer service and customer success.
- Proven ability to learn new technologies and software quickly.
- Ability to rapidly diagnose, reproduce, troubleshoot, and resolve customer issues.
- Strong troubleshooting, analytical, and problem-solving skills.
- Strong written and verbal communication skills.
- Strong common-sense and logical reasoning abilities.
- Excellent time management skills with the ability to work independently and manage multiple priorities.
- Positive attitude when dealing with customers and co-workers.
- Demonstrated ability to deliver high-quality, consistent work and serve as a positive example through work ethic and approach.
- Ability to fluently speak and write in English.
Preferred Qualifications
- Experience within Manufacturing, Industrial Automation, Operations Technology (OT), or related industries.
- Domain knowledge in manufacturing, automation, controls, data acquisition, and industrial analytics.
- Background in SCADA/HMI client-server application architecture.
- Experience with Windows operating systems, networking, security, and authentication concepts.
- Experience with SQL Server, Oracle, or other relational databases.
- Experience troubleshooting complex software environments using a variety of applications and third-party tools.
- Experience with Apache and IIS web servers.
- Experience with VMware or other virtualization platforms.
- Experience with PTC KepServerEX, ThingWorx, and/or Proficy applications.
- Understanding of industrial software deployment, connectivity, data collection, visualization, and integration with enterprise systems.
Why Join Velotic
Velotic is uniquely positioned at the intersection of industrial operations, advanced connectivity, and AI. Joining now means you can help shape:
Culture & Growth
- Build foundational People Ops systems, processes, and culture from day one.
- Work within a team defined by ambition, collaboration, authenticity, and speed.
- Influence global operating models and employee experience at scale.
Work-Life Balance
- Flexible work arrangements
- Discretionary Time Off (DTO)
- Global paid parental leave
- Employee Assistance Program (EAP
Join Us
Learn more at: www.velotic.com