Sr. Technical Support Engineer
Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.
We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!
Job Description
Position Summary:
Rockwell Automation is building machine vision and visual inspection into the Automation Control Software portfolio, alongside Studio 5000 Logix Designer and FactoryTalk Optix. You will own front-line technical support for it - the first response when a customer's inspection station stops passing parts, and the path from that call to a resolved defect.
You will also own the support function itself: the portal, the ticket taxonomy, the escalation path into engineering, and the knowledge base that keeps the same question from being answered twice.
You will work in an organization that applies agents to its own operating loop - triage, log analysis, summarization, and knowledge retrieval through MCP-connected systems - using GitHub Copilot Enterprise and Claude. You will help build that loop for support specifically, and measure whether it actually cut time to resolution.
This role will have a remote schedule and will report to the Manager, Customer Support Engineering.
Your Responsibilities:
- Own front-line and second-line technical support for inspection deployments, from intake through resolution.
- Diagnose issues across application, model behavior, edge device, network, and controller integration.
- Own and improve the support portal, ticket taxonomy, SLAs, and the escalation path into engineering.
- Build and maintain the knowledge base and troubleshooting documentation used by customers and the field.
- Turn recurring support patterns into product requirements, diagnostics, and test coverage.
- Apply agents to triage, log analysis, and knowledge retrieval, and measure the effect on time to resolution.
The Essentials - You Will Have:
- Bachelor's Degree or Equivalent Years of Relevant Work Experience
- Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
The Preferred - You Might Also Have:
- Typically requires a minimum of 2 years of related experience in a technical support or field engineering environment.
- Bachelor's degree in Engineering, Computer Science, or a related technical discipline.
- Experience providing technical support for a software or hardware-software product
- Experience diagnosing issues that span software, network, and physical hardware
- Experience owning a support function - portal, ticketing system, SLAs, and escalation process.
- Comfort on a Linux command line for log collection and diagnostics.
- Familiarity with industrial networking and controllers - EtherNet/IP, OPC UA, PLCs.
- Experience with machine vision systems, cameras, or optics troubleshooting.
- Experience building knowledge bases or self-service documentation that measurably deflects tickets.
What We Offer:
- Health Insurance including Medical, Dental and Vision
- 401k
- Paid Time off
- Parental and Caregiver Leave
- Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
- To learn more about our benefits package, please visit at www.raquickfind.com.
At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.
This position is part of a job family. Experience will be the determining factor for position level and compensation
For this role, the Base Salary Compensation is 92,000.00 -138,000.00 USDAnnual with an annual target bonus of 5% of base salary. Our benefits for the US can be found here. Actual pay will be based on factors such as skills, knowledge, education, and experience.
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) 404-7247.