Technical Support Engineer

*** This is for candidates within an hour of Woodside, CA. This is not an IT role. ***

This position description identifies the major responsibilities of this job. It does not include all aspects of the position such as the potential additional duties assigned by supervisors and the requirement for flexibility in helping others for the company's overall benefit. Different levels and pay structure are dependent on education and experience. Additional responsibilities accompany higher position level(s) and will be communicated with employee. Essential responsibilities may vary if positions are shared by more than one department.

POSITION SUMMARY:

The Technical Support Engineer provides advanced technical support to field service technicians and customers for installed equipment within the customer base. This role serves as the primary escalation point for complex technical issues, utilizing mechanical, electrical, controls, and software troubleshooting knowledge to identify root causes and implement corrective actions including process adjustments, configuration changes, parts replacement, or coordination of on-site service support when required.

This role acts as a key technical liaison between Service, Engineering, Software Engineering, and R&D to ensure effective communication regarding product issues, field performance, and serviceability of new and existing equipment. The focus is on supporting successful product implementation, service readiness, and continuous improvement of installed equipment within the field.

The Technical Support Engineer also supports New Product Introduction (NPI) from a service perspective by ensuring product knowledge, documentation, software configuration, and troubleshooting capability are effectively transferred to the service organization.

Experience with optical vision systems and X-ray inspection systems is considered a strong plus.

ESSENTIAL RESPONSIBILITIES:

• Provide technical support to customers and field service teams via phone, email, and case management systems
• Diagnose and resolve complex equipment issues using mechanical, electrical, controls, and software knowledge
• Serve as 3rd-level escalation point for unresolved field service issues
• Coordinate resolution of customer issues by engaging Service, Engineering, and R&D resources
• Support field service teams with troubleshooting guidance and remote diagnostics
• Conduct field visits as needed to support critical issues and gain equipment insight
• Provide equipment performance and reliability feedback to Engineering and Quality teams
• Support commissioning, start-up, and field service activities in coordination with Engineering
• Assist with field modifications and technical updates to installed equipment
• Provide after-hours technical support on a rotating schedule
• Support training of service personnel on equipment operation, troubleshooting, and maintenance
• Support New Product Introduction (NPI) and service readiness activities
• Develop and maintain technical documentation, service procedures, and troubleshooting guides
• Ensure clear communication and documentation for technical escalations across functions
• Promote safe working practices in accordance with company and customer requirements
• Support other operating companies as needed based on business requirements

POSITION SPECIFIC COMPETENCIES

• Strong mechanical, electrical, and controls troubleshooting skills
• Strong understanding of automation systems and PLC fundamentals
• Ability to troubleshoot integrated systems including software and configuration issues
• Strong analytical and problem-solving ability
• Strong customer service orientation and escalation management capability
• Ability to communicate technical concepts clearly across functions
• Ability to work cross-functionally in a global technical environment
• Adaptability in a fast-paced service environment
• Proficiency with service tools, CRM systems, and diagnostic platforms
• Experience with optical vision systems and/or X-ray inspection systems is a plus

POSITION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Associate or Bachelor’s degree in Electronics, Automation, Mechanical Engineering, Software Engineering, or equivalent experience
• Minimum 3–5 years of progressively responsible experience supporting industrial or automated equipment
• Strong electrical troubleshooting background required
• Strong mechanical aptitude required
• Experience with PLC systems (TwinCAT or similar preferred)
• Exposure to software diagnostics, configuration, or scripting is a plus (scope dependent on role needs)
• Experience with optical vision systems and/or X-ray inspection systems preferred but not required
• Experience with Office 365, CRM, and ERP systems
• Strong written and verbal communication skills
• Ability to travel up to 50%
• If you are bilingual in Spanish is a plus
• In the first 6 months, you will travel train in Spain for 8 weeks
• Ability to work collaboratively across Service, Engineering, and Customer teams
• Must be at least 21 years of age, possess a valid driver’s license, have a good driving record, and be able to obtain a passport

PHYSICAL REQUIREMENT:

During the duties of this job the employee is frequently required to sit, stand, stoop, kneel, bend, crouch, crouch, walk, talk, hear, and drive, use hands to finger, handle, or touch objects or controls. On occasion, may be required to climb and work in high places, and reach with hands and arms above the shoulders. The incumbent must occasionally lift, push, or pull up to 100 pounds.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to perform the essential functions of the job.

While performing the duties of this job, the employee is regularly exposed to moving mechanical parts, moderate cold and moderate heat based upon time of the year and location. The noise level in the work environment is usually moderate but at times loud. While performing the duties of this job, the employee is occasionally exposed to fumes or airborne particles.