Customer Support Engineer

Key Responsibilities

• Provide first-line technical support via phone, web, and remote tools.
• Diagnose and resolve issues involving:
•   - Cognex products: DataMan barcode readers, In-Sight vision systems, VisionPro, and Deep Learning tools.
•   - Industrial protocols: TCP/IP, FTP, EtherNet/IP, Profinet, Modbus, SLMP, DeviceNet.
•   - Automation components: PLCs, in-motion scales, dimensioners, label printer/applicators, sensors.
• Reproduce customer issues in lab environments and provide workarounds or solutions.
• Maintain detailed case documentation in CRM and ensure timely updates to customers.
• Create and maintain technical documentation, FAQs, and knowledge base articles.
• Collaborate with global support teams and escalate issues to engineering when needed.
• Participate in continuous training on new technologies and products.

Technical Skills & Knowledge

• Strong understanding of machine vision, image processing, and optics.
• Experience with industrial automation systems, including PLC ladder logic and robotic control.
• Ability to read and interpret electrical schematics, wiring diagrams, and technical documentation.
• Programming knowledge in JavaScript, C#, C++, VB; ability to debug script-based and object-oriented code.
• Familiarity with networking concepts and remote diagnostic tools.
• Ability to replicate customer environments and simulate real-world issues.

Qualifications

• Bachelor’s or Master’s degree in Engineering, Computer Science, or related technical field.
• 2–4 years of experience in technical support, preferably in automation, robotics, or IT.
• Fluent in Spanish and English; German is a strong advantage.
• Strong communication, problem-solving, and multitasking skills.
• Willingness to travel internationally if required.

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