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Customer Support Engineer at Cielo Projects · globalremotely

Company Description

WHO WE ARE

Velotic is a newly-formed independent software company with a pure-play focus on industrial operations. We unite two category-defining portfolios -- ThingWorx and Kepware (formerly part of PTC) and Proficy (formerly part of GE Vernova) -- to transform industrial manufacturing, at scale. With $350M in annual revenue, a global footprint across a range of industries, a legacy customer base, and our intelligent data connectivity systems and AI solutions, we are one of the world's largest independent software companies focused on industrial operations -- here to power the future of manufacturing.

OUR MISSION

Enabling the world's industrial producers to do the right things right—across every shift, every plant, every day. We help manufacturers prosper by equipping them with software-defined, data-driven production systems that elevate quality, accelerate cycle times, improve resilience, and enable sustainable profit growth.

WHY THIS IS A ONCE-IN-A-CAREER OPPORTUNITY

Lead in a market undergoing significant disruption and growth from cloud migration to edge intelligence to AI-powered industrial automation.
Join a culture defined by ambition, authenticity, speed, teamwork, and the belief that manufacturing can meaningfully improve the world.
Competitive benefits, compensation and long-term impact on how the world’s industrial companies operate, automate, and innovate.

Job Description

About the Role

The Customer Support Engineer is responsible for resolving product, configuration, and application issues/questions for Velotic Proficy Manufacturing Software Solutions.

Key Responsibilities

Provide direct technical support by responding to customer requests via phone, web, and email.
Own and manage personal caseload and perform callbacks and case follow-through as defined by published Case Management Guidelines.
Respond to incoming customer inquiries from field engineers, distributors, sales staff, certified support providers, integrators, and end users.
Provide product support, troubleshooting, and customer management to ensure efficient problem resolution, with a focus on critical and high-priority accounts and situations.
Research and troubleshoot issues involving all aspects of Manufacturing Software solutions including, but not limited to, user interface, network and communication connectivity and performance, edge component interoperability, data collection and storage, visualization, analytics, machine monitoring software and associated control systems, hardware infrastructure, and interfaces to enterprise systems.
Identify and resolve product, configuration, and application issues utilizing comprehensive knowledge of Proficy Manufacturing Software products and familiarity with the broader product suite.
Stage and test multi-product systems to identify and resolve reported product issues.
Troubleshoot and identify product problems for presentation to Engineering for resolution or disseminate appropriate information necessary to correct configuration issues.
Act as a liaison between customers and Engineering, Marketing, and Professional Services teams to provide expertise on product architecture and complex functionality.
Consult with QA, Development, and Management regarding problem escalation, problem resolution, and potential critical accounts and situations.
Create content for the Technical Support Knowledge Base.
Develop an understanding of how Velotic software is applied in the marketplace and how customers deploy solutions within manufacturing environments.

Qualifications

Required Qualifications

Bachelor's degree in Computer Science, Engineering, or a related technical field. A two-year diploma or extensive Technical Support experience will also be considered.
Strong dedication to quality customer service and customer success.
Proven ability to learn new technologies and software quickly.
Ability to rapidly diagnose, reproduce, troubleshoot, and resolve customer issues.
Strong troubleshooting, analytical, and problem-solving skills.
Strong written and verbal communication skills.
Strong common-sense and logical reasoning abilities.
Excellent time management skills with the ability to work independently and manage multiple priorities.
Positive attitude when dealing with customers and co-workers.
Demonstrated ability to deliver high-quality, consistent work and serve as a positive example through work ethic and approach.
Ability to fluently speak and write in English.

Preferred Qualifications

Experience within Manufacturing, Industrial Automation, Operations Technology (OT), or related industries.
Domain knowledge in manufacturing, automation, controls, data acquisition, and industrial analytics.
Background in SCADA/HMI client-server application architecture.
Experience with Windows operating systems, networking, security, and authentication concepts.
Experience with SQL Server, Oracle, or other relational databases.
Experience troubleshooting complex software environments using a variety of applications and third-party tools.
Experience with Apache and IIS web servers.
Experience with VMware or other virtualization platforms.
Experience with PTC KepServerEX, ThingWorx, and/or Proficy applications.
Understanding of industrial software deployment, connectivity, data collection, visualization, and integration with enterprise systems.