Customer Support Engineer

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 En