Senior Customer Support Engineer

14 ore fa

Monza, Lombardy, Italia Cognex Corporation Tempo pieno

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Overview

As a Senior Customer Support Engineer in Milan, you will be the frontline expert for Cognex products, delivering high-impact remote technical support to English and Italian-speaking customers across Europe. You will own complex issues, coordinate with cross-functional teams, and drive timely resolutions to ensure customer success. You will mentor junior engineers, share knowledge, and contribute to product improvements. This role blends deep technical problem-solving with a customer-first mindset in a global, collaborative setting.

Responsabilità

Serve as front-line escalation point for Cognex products, handling complex requests
Lead resolution of high-impact technical issues with cross-functional collaboration
Understand customer environments, ask targeted troubleshooting questions, assess severity, define strategies
Troubleshoot and reproduce advanced issues, identify root causes, implement solutions or workarounds
Own critical cases end-to-end, ensure timely resolution and high customer satisfaction
Maintain proactive communication with customers and manage expectations
Document and manage cases in CRM with high-quality records, participate in recorded interactions
Identify unexpected product behaviors and escalate for long-term improvements
Act as technical reference, guiding the team on complex scenarios
Mentor junior engineers in technical problem-solving and customer interaction
Contribute to knowledge sharing via knowledge base, FAQs, and documentation
Identify recurring issues and drive root-cause analysis to improve support and product quality
Collaborate with global support teams to ensure consistent, high-quality support
Stay updated with Cognex technologies and foster continuous learning

Requisiti fondamentali

Strong troubleshooting and analytical skills across hardware, software, and networking
Familiarity with industrial environments and basics of PLCs, robotics, manufacturing systems
Understanding of networking fundamentals and industrial protocols (TCP/IP, Ethernet/IP, Profinet, Modbus)
Ability to interpret technical docs, architectures, and wiring diagrams
Ability to reproduce issues and validate solutions methodically
Proven capability to lead investigations and independently resolve complex issues
Clear, effective communication adaptable to technical and non-technical customers
Customer-first mindset with solution-oriented problem-solving
Ability to learn and apply new technologies in industrial vision systems
Professional proficiency in English and Italian

customer-centric
clear communication
team collaboration
industrial vision systems
hardware, software, and networking troubleshooting
PLC, robotics knowledge

Senior Customer Support Engineer

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