Technical Support Engineer

Technical Support Engineer

FORTNA partners with the world's leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.

At FORTNA, we believe in fostering a workplace that isn't just a job but a movement – a collective effort to redefine success and transform challenges into opportunities. "Join the Movement" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach.

About the Role

We are seeking a highly skilled Technical Support Engineer to provide enterprise-level support for our customers' automated material handling and fulfillment systems. This role supports a wide range of conveyor, sorter, robotics, and controls technologies across distribution, logistics, and fulfillment operations.

As part of our Tier 2 Controls Support team, you will serve as a critical technical resource supporting customer systems after project go-live. You will work directly with customers to troubleshoot, diagnose, and resolve complex operational and controls-related issues in live production environments.

The ideal candidate combines strong technical expertise with exceptional communication skills, a customer-first mindset, and a passion for problem-solving. Success in this role requires the ability to independently investigate issues, manage cases through resolution, and continuously learn new technologies and systems.

Schedule: Monday–Friday, 2:00 PM – 11:00 PM EST On-Call Rotation: Weekend on-call support rotation required

Essential Functions

• Provide remote technical support for automated material handling, logistics, and fulfillment systems

• Troubleshoot customer issues involving PLCs, SCADA systems, electrical controls, software applications, and mechanical equipment

• Analyze, diagnose, and resolve production-critical issues in a timely and effective manner

• Guide customers, field technicians, vendors, and internal teams through troubleshooting and recovery efforts

• Utilize electrical schematics, PLC code, SCADA platforms, technical documentation, and system drawings to identify root causes and corrective actions

• Perform or oversee system modifications to improve performance, reliability, and uptime

• Manage support cases from initial issue identification through final resolution, ensuring consistent communication and progress updates throughout the lifecycle of the issue

• Coordinate across internal teams and external partners to drive complex technical issues to completion

• Maintain a high level of professionalism while supporting customers during high-pressure operational events

• Work independently and effectively in a remote environment with minimal supervision

• Participate in a rotating weekend on-call schedule as an escalation resource

Qualifications

• Associate's or Bachelor's degree in Engineering, Engineering Technology, Automation, Mechatronics, or a related field preferred; equivalent industry experience will also be considered

• 5+ years of experience supporting material handling, logistics, distribution, fulfillment, or industrial automation systems

• 5+ years of hands-on experience with electrical controls, PLCs, automation systems, software, and/or mechanical troubleshooting

• Strong background in industrial automation and controls support required

• Experience supporting live production or operational systems strongly preferred

• Previous experience in commissioning, controls engineering, field service, technical support, or a related automation-focused role preferred

Required Skills & Experience

Controls & Automation

• Strong PLC troubleshooting experience required

• Allen-Bradley/Rockwell experience required

• Experience with Beckhoff/TwinCAT and Siemens PLC platforms preferred

• Experience with Schneider PLC platforms is a plus

• SCADA/HMI experience preferred:

  • Ignition

  • FactoryTalk View

  • Indusoft

  • Wonderware

Electrical & Industrial Systems

• Strong understanding of low-voltage control circuits and high-voltage power systems

• Ability to read and interpret electrical schematics and technical drawings

• Experience troubleshooting conveyors, sortation systems, robotics, and automated material handling equipment

• VFD experience preferred:

  • Allen-Bradley

  • SEW

  • Eaton

  • ABB

Technical & Systems Knowledge

• Working knowledge of Windows and Unix/Linux operating systems

• Basic scripting and computer hardware troubleshooting experience preferred

• CAD, drafting, and red-line experience a plus

• Networking experience or certifications are a plus

Professional Skills

• Strong customer-facing communication and relationship management skills

• Ability to work independently and take ownership of technical issues through resolution

• Strong case management and organizational skills with the ability to manage multiple priorities while maintaining momentum on complex or long-term issues

• Demonstrated perseverance in troubleshooting and resolving technical problems, including coordinating with internal teams, vendors, and customers to ensure successful outcomes

• Strong analytical thinking and problem-solving abilities

• Ability to remain calm, focused, and effective during high-pressure production incidents

• Excellent troubleshooting and critical-thinking skills

• Excellent written and verbal communication skills

• Curiosity and a continuous learning mindset with the ability to adapt to new technologies and systems

• Strong understanding of OSHA requirements and industrial safety standards

The base salary range for this role is $76,100 to $114,200. This base salary range represents the low and high end of the base salary range for this position. Actual base salary offered will vary based on various factors including but not limited to location, level, job-related knowledge, skills, experience, and performance.

This job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor.

It is the policy of FORTNA and its affiliated companies to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, pregnancy or pregnancy-related condition, status with regard to public assistance, veteran status, citizenship status (if authorized to work in the U.S.), or any other characteristic protected by federal, state or local law. In addition, FORTNA will provide reasonable accommodations for qualified individuals with disabilities.