Support Engineer

Job Description

Job Description

Description:

For more than 30 years, TriCore has partnered with leading food, beverage, and life science manufacturers to solve complex challenges through automation, engineering, and technology. Our team combines deep technical expertise with a practical, customer-focused approach to deliver solutions that help clients operate more efficiently, safely, and intelligently.

At TriCore, you’ll join a team of problem-solvers, innovators, and industry experts who work together to deliver meaningful results for our customers. We believe great ideas can come from anywhere, and we empower employees to take ownership, keep learning, embrace innovation, and make an impact.

If you’re looking for a place where your ideas are valued, your growth is supported, and your work truly matters, we’d love to meet you.

The Support Engineer provides remote technical support to help customers maintain reliable production, cleaning, data collection, and reporting systems. This role is responsible for troubleshooting customer issues, applying defined procedures and sound technical judgment, and documenting resolution efforts clearly so customers and internal teams have accurate visibility into support activity. 

Success in this role is demonstrated by timely and effective issue resolution, clear and frequent customer communication, accurate documentation, growing proficiency with TriCore’s automation technologies and engineering standards, and the ability to work with increasing independence while following all safety, conduct, and customer requirements. 

What you'll do:

• Troubleshoot customer-reported technical issues by reviewing system information, evaluating contributing factors, and identifying appropriate next steps.
• Apply TriCore standards, established procedures, engineering best practices, and sound technical judgment when developing support solutions.
• Communicate clearly and professionally with customers and internal team members throughout the support process.
• Gather necessary information, set expectations, and provide timely updates regarding issue status and resolution efforts.
• Document troubleshooting steps, findings, customer communications, technical changes, and resolution activities.
• Program, configure, test, and implement approved PLC- and HMI-based changes.
• Follow applicable review and change-control processes when implementing technical solutions.
• Develop proficiency across TriCore’s automation technologies, platforms, engineering standards, and customer environments.
• Prioritize assigned support cases and escalate issues when safety, production impact, technical complexity, customer expectations, or required expertise exceed your assigned authority or capabilities.
• Follow all TriCore and customer safety, conduct, policy, and site requirements.
• Take ownership of assigned support work through resolution or an effective handoff, with clear documentation of status, risks, next steps, and outstanding actions

  The successful candidate will:

• Demonstrate initiative and resourcefulness.
• Learn new technical skills and apply feedback effectively.
• Deliver excellent customer service and follow through on commitments.
• Work collaboratively with teammates and cross-functional partners.
• Produce accurate, detailed documentation.
• Adapt to changing priorities, customer needs, and support conditions.
• Maintain composure during time-sensitive or production-impacting events.
• Exercise sound judgment and escalate issues appropriately.
• Take ownership of assigned work through resolution or a clearly communicated handoff.

Minimum Qualifications

• Bachelor of Science degree in Electrical Engineering or equivalent experience with demonstrated success applying technical knowledge in engineering or automation-related environments. 
• Entry-level through approximately five years of experience, with the ability to develop technical proficiency and work with increasing independence over time. 
• Foundational knowledge or demonstrated experience in one or more of the following areas: electrical design, PLC ladder logic, HMI configuration, computer programming, electrical principles, and industrial electrical troubleshooting. Candidates should demonstrate the ability and willingness to develop proficiency across all areas. 
• Demonstrated proficiency with computer technologies, including Windows Operating Systems, Microsoft Word, Excel, Outlook, and other tools needed to communicate, document, and resolve support work effectively. 
• Excellent verbal and written communication skills, with the ability to communicate professionally with customers and internal team members while troubleshooting and documenting support activity. 
• Ability to work scheduled 12-hour night shifts between the hours of 7:00pm and 7:00am Central Time and rotating weekends. 

Preferred Qualifications

• Preferred experience in the beverage, dairy, soft drink, or food manufacturing process industries, with the ability to apply that industry knowledge to customer support, troubleshooting, and system reliability needs.  

Travel Requirements

• Less than 5%, within North America.

Equal Employment Opportunity Statement

TriCore is an Equal Employment Opportunity Employer. Employment decisions are made without regard to any characteristic protected by applicable federal, state, or local law. TriCore provides reasonable accommodations to qualified applicants and employees as required by applicable law.

At-Will Employment Statement

Employment at TriCore is at-will. This means that either the employee or the Company may terminate the employment relationship at any time, with or without cause and with or without advance notice, subject to applicable law. Nothing in this job description, offer letter, or any other Company communication creates an employment contract, express or implied, or guarantees employment for any specific period of time. The at-will nature of employment may only be modified by a written agreement signed by an authorized executive of the Company.