The primary responsibility of the Remote Support Engineer position is to provide technical support to Rockwell Automation customers, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems. Support will be provided via the phone, chat, and email.
The Remote Support Engineer will have experience with Network Design & Architecture, Cisco IOS & Command Line and Linux Experience.
This position is remote, and can be located anywhere in the United States.
Support our customers and field personnel with troubleshooting and resolving customer issues via the phone, chat, and email
Manage all customer interactions including and not limited to, setting expectations with customers prior to concluding an interaction, capturing the customer issue/resolution/steps taken to troubleshoot within Service Ticket notes, executing the Knowledge-Centered Support (KCS) process and following up with customer(s) in a timely manner
Support entire core area of Automation, including our controllers, operator interfaces, and networks, with limited supervision
Update and author Technical Notes and other documentation with solutions or workarounds to commonly experienced problems, installation practices that create problems, how-to guides, etc. to improve customer satisfaction and acceptance
Bachelor's degree in Electronics, Electrical Engineering or Computer Science or related field
Experience with Network Design & Architecture, Cisco IOS & Command Line and Linux
Must be authorized to work in the U.S. without sponsorship now or in the future. Rockwell Automation will not offer sponsorship for this position
Knowledge and experience with IoT Technologies
Experience with the Cisco IOS command-line interface (CLI) for configuring, monitoring, and maintaining Cisco devices
Experience with Network Architecture Design
Functional knowledge of industrial communication networks, including ControlNet, DeviceNet, and EtherNet/IP
Experience configuring and troubleshooting managed Ethernet switches and routers
Proven ability to handle high pressure work situations when interacting with customer's over the phone
"This position is part of a job family. Experience will be the determining factor for position level and compensation".
We are an Equal Opportunity Employer including disability and veterans.
If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7427.
Rockwell Automation is the largest company in the world dedicated to industrial automation and information. Here, we connect the imaginations of people with the potential of technology to make the world more intelligent, more connected and more productive.
From improving the production of medicines that boost human health to reducing waste in an oil and gas plant, the work we do changes how we live. We truly believe we are doing things never before possible. And we need the brightest minds to help make that happen – the makers, the forward thinkers, the problem solvers.
Join a team of more than 23,000 global employees in 100+ countries as we work together to expand human possibility.