Associate Engineer, Remote Support

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

We are seeking Support Engineer 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.

You 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.

You will report to the Team Leader, Remote Support and have a hybrid schedule working in Katowice, Poland.

• 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.

• 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.
• Willingness to work the 2nd shift. Please note that work shifts in our team include the following time slots: 2:00 PM – 10:00 PM, 3:00 PM – 11:00 PM, 4:00 PM – 12:00 AM, and 5:00 PM – 1:00 AM. You must be prepared to work in any of these shifts.
• Willingness to work 100% from the office in Katowice for the first 6 months (hybrid afterward).

• Eagerness to develop in the Automation Industry and to learn new technologies.
• Basic knowledge of SQL.
• Interest and commitment to troubleshooting, and testing.
• Work under stress.
• Experience in customer service.
• Patience.
• Effectively plan and prioritize.
• Work with other team members, sharing knowledge and supporting collective goals.

Our benefits package includes …

• Volunteer Paid Time off available after 6 months of employment for eligible employees.
• Company volunteer and donation matching program – Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.
• On-demand digital course library for professional development.
• Comprehensive mindfulness programs with a premium membership to Calm.
• Employee Assistance Program.
• Personalized wellbeing programs through our OnTrack program.

... and other local benefits

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

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