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Support Engineer
Rockwell Automation. Respond to issues that first-line product support could not isolate or resolve involving industrial automation hardware, software, or communications networks .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing technical support for industrial automation products, including troubleshooting and resolving complex issues related to hardware, software, and communications networks. Proficient in collaborating with cross-functional teams and delivering exceptional customer service while utilizing knowledge-centered service practices.
Highest-signal resume keywords
Industrial Automation SupportRockwell Automation ExperiencePLC ProgrammingTroubleshooting SkillsBilingual English and Spanish
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Industrial ControlsSensing TechnologiesMachine AutomationEtherNet/IPIO-LinkDeviceNetVFDsLogix ControllersRFID SystemsCircuit Protection
Soft Skills
Customer FocusProblem-SolvingTechnical Support Experience
Tools & Technologies
Service Management SystemsKnowledge-Centered Service (KCS)
Industry Keywords
Industrial NetworkingSafety ComponentsGuard LinkSoft StartersContactorsOverload RelaysMotor StartersTechnical DocumentationCustomer InteractionsCollaboration
About the role
Key responsibilities & impact- Respond to issues that first-line product support could not isolate or resolve involving industrial automation hardware, software, or communications networks
- Report design, reliability, maintenance, and software-related concerns to product engineering and development teams
- Provide technical support to customers and users of advanced industrial automation products and solutions
- Support Rockwell Automation’s portfolio of industrial control and sensing products, including sensors, safety components, code readers, RFID, encoders, vision systems, condition monitoring solutions, and industrial networking technologies
- Support protocols including EtherNet/IP, IO-Link, DeviceNet, and related automation technologies
- Act as a trusted technical advisor and company liaison to customers across multiple product families and applications
- Manage customer interactions, set expectations, document troubleshooting activities, capture resolutions in service management systems, and provide follow-up
- Apply Knowledge-Centered Service (KCS) practices to improve knowledge sharing and customer success
- Develop technical notes, troubleshooting guides, knowledge articles, training materials, videos, and other documentation
- Collaborate with sales, engineering, product management, and other team members to address customer challenges and improve product adoption
- Participate in after-hours and weekend support rotations
Requirements
What you’ll need- Bachelor's degree in Electronics Engineering, Electrical Engineering, Electromechanical Engineering, Mechatronics Engineering, Telematics Engineering, or a related technical discipline
- Equivalent technical education with relevant industrial automation experience may be considered
- Bilingual English and Spanish language skills
- One or more years of experience supporting industrial automation, industrial controls, sensing technologies, machine automation, or industrial networking products
- Experience working with Rockwell Automation and Allen-Bradley products
- Experience with Safety Components, Relays, Contactors, Overload Relays, Guard Link, Soft Starters, Variable Frequency Drives (VFDs), Logix Controllers, PLC Programming, Circuit Breakers, Circuit Protection products, and Motor Starters
- Experience troubleshooting sensors, RFID systems, industrial code readers, IO-Link devices, EtherNet/IP networks, and related automation technologies
- Previous experience providing technical support for industrial products, control software, or automation solutions
- Experience working directly with customers, distributors, OEMs, systems integrators, engineering teams, and sales organizations
- Troubleshooting and problem-solving skills
- Demonstrated customer focus and exceptional technical support experience
- Availability to work between 9 AM and 6 PM, with some evening and weekend support
- Availability for after-hours, weekend, and on-call support rotations
Benefits
Comp & perks- Transportation allowance or gas allowance
- Lunch allowance
- Complementary medical insurance
- Personal hours
- Hybrid work model with eligibility to work remotely up to three days per week following successful onboarding and when business needs permit