Primary Technical Support Engineer (Industrial Automation)

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Do you dream of working in a company that is driven by a meaningful purpose and that continuously creates an inclusive environment where you are empowered to do your best and be innovative?

The Role:

The Primary Technical Support Engineer - Industrial Automation serves as the frontline technical expert for customers using industrial automation hardware, software, and connected systems.

This role provides Level 1 and Level 2 technical support, focusing on initial troubleshooting, system checks, and resolution of common issues related to industrial control systems.

The engineer ensures smooth operations for clients in manufacturing, energy, utilities, and other industrial sectors by delivering excellent technical assistance, problem analysis, and escalation when needed.

Because the Global Hub provides support to customers in multiple countries and time zones, the Primary Technical Support Engineer role is designed to operate in a 24/7 support environment.

Team members are required to work within a rotating shift schedule to ensure consistent global coverage and timely response to customer issues.

What will you do?

Customer Support & Issue Management


* Serve as the first point of contact for automation-related technical inquiries.


* Perform initial triage, reproduce issues, gather logs, and isolate problems.


* Troubleshoot Level 1-2 issues involving:


* PLCs


* HMIs and operator panels


* Industrial sensors, drives, and controllers


* Industrial communication networks (Modbus, Profibus, Ethernet/IP, Profinet)


* Ecostruxure Software (Machine Expert, Automation Expert, Control Expert)


* Provide guidance on installation, configuration, and basic programming tasks.


* Document all actions and maintain clear, customer-friendly communication throughout case lifecycle.

Technical Analysis & Escalation


* Identify whether issues are configuration-related, hardware-related, or due to network/device interaction.


* Escalate complex automation failures or system-level issues to Advanced Support or Engineering.


* Support field service teams with remote diagnostics when necessary.

System & Product Knowledge Support


* Stay updated on:


* Latest firmware, patches, and compatibility notes.


* Product updates and known issues.


* New automation technologies used by customers.


* Contribute to the knowledge base with troubleshooting tips, how-to articles, and user documentations.

Operational & Team Collaboration


* Work within established SLAs to ensure timely resolution for industrial clients.


* Work within a 24/7 global support structure, following assigned rotating shifts to provide continuous coverage across different regions and time zones.


* Participate in scheduled day, mid, and night shifts, including weekends and holidays, as part of the global operations model.


* Support coordination with teams an...