The primary responsibility of the Technical 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. Technical Support Engineer will be responsible for providing technical expertise for Rockwell Automation ThingWorx Platform and Edge device connectivity technologies.
Provide IoT Support Services to Developers, System Administrators, Field Consultants, and Engineers at customer sites to diagnose reported software issues and address questions related to development guidance and general best practices on the platform.
Deliver support services on our Developer Community by engaging in online requests for help.
Manage 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
Create and publish knowledge articles, blogs, or videos for reference by customers and Rockwell Automation employees.
Participate in the establishment, measurement, and achievement of customer satisfaction metrics
Adhere to all necessary company policies and procedures, standard operating procedures and completing company/organization-wide required documentation/trainings.
EOE, M/F/Disabled, Vet #LI-MR1 #techjob
Internal Number: 2608628
About Rockwell Automation
When you choose Rockwell Automation, you join countless talented employees who have helped us establish our leadership position in the automation industry over the past century.
You join a diverse, inclusive and global community with a passion for innovation. A place where you can partner with great minds and inspiring people. And a corporation backed by the financial strength that drives growth – and career opportunities.
As much as we focus on our customers, we know our employees are key to our success and future. Helping you develop a rewarding career is a top priority. Because when you succeed, we succeed.