Support Engineer

• 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

• Respond to issues that first-line product support cannot 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 and industrial networking technologies
• Serve as a trusted technical advisor and company liaison to customers across multiple product families and applications
• Manage customer interactions by setting expectations, documenting troubleshooting activities, capturing resolutions in service management systems, and providing 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 managers, and team members to address customer challenges and improve product adoption
• Participate in after-hours and weekend support rotations

• Provide technical support and troubleshooting for enterprise applications, systems, and infrastructure
• Investigate, diagnose, and resolve technical incidents and service requests
• Monitor and troubleshoot cloud-based environments and services
• Support AWS and/or Azure environments as part of day-to-day technical operations
• Collaborate with internal technology teams to troubleshoot and resolve complex issues
• Escalate incidents when necessary and follow issues through to resolution
• Document troubleshooting steps, solutions, and technical procedures
• Identify recurring issues and contribute to improvements in support processes and system reliability
• Communicate technical issues and solutions clearly to both technical and non-technical stakeholders
• Follow established support, security, and operational procedures

Support Engineer jobs in Dominican Republic

Support Engineer

Support Engineer

Technical Support Engineer – Digital Marketing