Associate Engineer, Remote Support

at  Rockwell Automation

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

SOFTWARE SUPPORT TEAM

We are seeking Support Engineers in Katowice to join a team of specialists who handle customer inquiries in the scope of Rockwell Automation Controller Software, Electronic Operator Interface (EOI), Human Machine Interface (HMI), license activations, and related matters.
The engineers will solve complex issues, consulting unresolved cases with the software developers’ team, and working with Product Managers to implement new solutions.
The team supports customers in North America, including end-users, distributors, internal customers, and colleagues. Therefore, proficiency in the English language is essential.
You will have an excellent opportunity for individuals seeking to begin a career in the automation industry.

YOUR QUALIFICATIONS:

• Degree in Engineering/Automation/IT/related field or prior experience in a similar position.
• Very good command of English (spoken and written).
• Dissect complex problems into smaller parts, identify root causes, and develop solutions.
• Find innovative solutions to technical challenges, especially when standard procedures don’t apply.
• Experience in installing and configuring software and hardware.
• Expertise in identifying, diagnosing, and resolving software and hardware issues.
• Knowledge of Windows.
• Basic knowledge of networking.
• Basic knowledge of SQL is an asset.

Your characteristics:

• Eagerness to develop in the Automation Industry and to learn new technologies.
• Interest and commitment to troubleshooting, and testing.
• Interpersonal skills.
• Work under stress.
• Experience in customer service.
• Patience and active listening.
• Effectively plan and prioritize.
• Work with other team members, sharing knowledge and supporting collective goals.
• Willingness to work the 2nd shift.
• Willingness to work 100% from the office in Katowice during the trial period (hybrid afterward).
• You will report to your Hiring Manager.

• Phone and email technical support for customers in troubleshooting issues related to Rockwell Automation software and hardware products.
• Simulate and analyze customers’ issues using available resources.
• Research, verify, and resolve reported issues.
• Document technical solutions and best practices.
• Cooperation with technical teams and customer service.
• Participation in the improvement of products and technologies required to provide high-level support for customers.