Customer Support Engineer

Key Responsibilities

• Provide first-line technical support via phone, web, and remote tools.

• Diagnose and resolve issues involving:

•   – Cognex products: DataMan barcode readers, In-Sight vision systems, VisionPro, and Deep Learning tools.

•   – Industrial protocols: TCP/IP, FTP, EtherNet/IP, Profinet, Modbus, SLMP, DeviceNet.

•   – Automation components: PLCs, in-motion scales, dimensioners, label printer/applicators, sensors.

• Reproduce customer issues in lab environments and provide workarounds or solutions.

• Maintain detailed case documentation in CRM and ensure timely updates to customers.

• Create and maintain technical documentation, FAQs, and knowledge base articles.

• Collaborate with global support teams and escalate issues to engineering when needed.

• Participate in continuous training on new technologies and products.

Technical Skills & Knowledge

• Strong understanding of machine vision, image processing, and optics.

• Experience with industrial automation systems, including PLC ladder logic and robotic control.

• Ability to read and interpret electrical schematics, wiring diagrams, and technical documentation.

• Programming knowledge in JavaScript, C#, C++, VB; ability to debug script-based and object-oriented code.

• Familiarity with networking concepts and remote diagnostic tools.

• Ability to replicate customer environments and simulate real-world issues.

Qualifications

• Bachelor’s or Master’s degree in Engineering, Computer Science, or related technical field.

• 2–4 years of experience in technical support, preferably in automation, robotics, or IT.

• Fluent in Italian and English; Spanish is a strong advantage.

• Strong communication, problem-solving, and multitasking skills.

• Willingness to travel internationally if required.

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Additional Job Description