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Technical Support Engineer - USA - MT/PT

72% Flex
Remote: 
Full Remote
Contract: 
Full time
Experience: 
Senior (5-10 years)
Work from: 
United States

Offer summary

Qualifications:

Bachelor's degree in engineering, computer science, or IT preferred, 5+ years experience in control system and help desk support.

Key responsabilities:

  • Resolving software and hardware issues
  • Building client relationships and providing support
  • Creating technical documentation and troubleshooting
  • Monitoring incoming requests and assisting with onboarding
  • Documenting issues and solutions
AUVESY-MDT logo
AUVESY-MDT
51 - 200 Employees
About AUVESY-MDT
We are your partner for maximum reliability, minimum downtime, high quality, and safety standards in industrial automation.As the global market leader for manufacture-independent version control and change management software, we provide you with answers to the increasing complexity of the Industrial Internet of Things. We help you achieve additional efficiency and cost reduction through predictive maintenance and data-based decision making.Together with our partners worldwide, we support our customers with over 3,200 installations in more than 50 countries with 150 employees and our own subsidiaries in Germany, USA and China. Our customers come from different industries and use our solutions for secure version and data management of PLCs, CNCs, SCADA systems, HMIs, drives and robots. Imprint: https://auvesy-mdt.com/en/imprint-1
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Job description

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Your missions

Why AUVESY-MDT
AUVESY-MDT, is the world's market leader for data management in highly automated industrial enterprises. We develop software to provide disaster recovery, version control, change detection and management for smart production machinery and other devices, used in the manufacturing and industrial sectors. The company has just launched its new platform octoplant, the next level of development of the Versiondog and AutoSave solution, which currently is used by more than 2500 companies, including many of the world’s leading automotive, food, water, life science and mining companies. octoplant is a data management platform that provides a vendor independent and comprehensive view of all automation processes involving OT and IT. Users are protected against production downtime, data loss and experience significantly increased cyber security. AUVESY-MDT is operating world-wide with sales offices in Germany, US and China and a partner network of more than 100 partners around the world. 

Overview:
 
We are looking for a Technical Support Engineer who will be the first contact person for our customers. After successful training you will support our customers in 1st and 2nd level support for our octoplant product and our interface to our client’s hardware including Programmable Logic Controllers (PLCs) using Jira Service Desk. From problem detection and analysis to solution/troubleshooting, you will be the first point of contact. You will also have the opportunity to assist in 3rd level support and consulting.  You will be working with our worldwide support organization providing support to customers around the world. 

This is a remote position in Mountain time or Pacific time zones. 

Compensation for this role will be competitive and commensurate with experience and qualifications. Our comprehensive benefits package includes [medical, dental, vision insurance, 401k, etc.].
Note: The salary range may vary based on the state or locality in which you side. Additional compensation may include annual performance bonuses, incentives, and a comprehensive benefits package. 


Your Tasks
  • Effectively work with technical and non-technical end-users to resolve software and hardware issues
  • Research, resolve, and respond to a wide variety of inquiries related to our octoplant product, such as product troubleshooting, status updates, etc.
  • Build and develop valuable relationships with clients by identifying their needs and resolving issues with empathy, tact and patience
  • Create concise/ user friendly technical documentation and how to guides for customers 
  • Monitor and respond quickly to incoming requests related to implementation issues
  • Assist with onboarding new users
  • Troubleshoot issues with systems and networks using good deductive reasoning skills
  • Document issues and the appropriate action/solutions performed
Your Profile
  • Bachelor’s degree in engineering, computer science, or IT fields preferred 
  • 5+ years of experience in control system use and support, help desk support, IT customer support preferably in the manufacturing field 
  • Good knowledge of automation technology, e.g. Rockwell systems (Logix, FactoryTalk, etc) Siemens systems (S7, TIA, HMI, PCS7) or other control families (Schneider Electric; Mitsubishi, Omron, etc.), industrial communication (Ethernet / PROFINET / PROFIBUS/ etc.)
  • A familiarity with ticketing systems (e.g. Jira Service Management)
  • Analytical mindset
  • Ability to effectively communicate technical concepts to technical and non-technical end-users
  • Excellent verbal, written communication, customer service, and interpersonal skills
  • A passion for problem solving and a roll up your sleeves to get things done attitude
  • Knowledge of Windows Server and network systems
  • Spanish languages skills required
We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. AUVESY-MDT maintains a drug-free workplace.
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About us
AUVESY-MDT is the global market and technology leader for versioning and backup solutions in industrial automation. With its octoplant software platform, the company secures the automation of production processes through strong end-point management, where it consistently records and monitors changes to configurations, programming and project statuses in production. This minimizes downtime, increases efficiency, quality and safety standards, and saves costs as well as resources. As a modular solution, octoplant can be linked to different automation technologies and devices, regardless of the manufacturer.
AUVESY-MDT was formed in 2022 from the merger of the two established market leaders AUVESY GmbH and MDT Software Inc. The company is headquartered in Landau, Pfalz, Germany, with additional locations in the USA and China. The company works with more than 100 partners on all continents and serves over 3,000 customers worldwide.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. AUVESY-MDT maintains a drug-free workplace.

Required profile

Experience

Level of experience: Senior (5-10 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Windows ServerControl SystemsAutomationTicketing ToolsWriting

Soft Skills

  • Customer Service
  • Analytical Thinking
  • Verbal Communication in Japanese
  • Service Orientation
  • Solution-Based Mindset
  • Patience
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