Technical Support Engineer - USA

AMDT is the world's market leader for data management in highly automated industrial enterprises. We develop software to provide disaster recovery, version control, change detection and management for smart production machinery and other devices, used in the manufacturing and industrial sectors. The company has just launched its new platform octoplant, the next level of development of the versiondog and AutoSave solution, which currently is used by more than 2500 companies, including many of the world’s leading automotive, food, water, life science and mining companies. octoplant is a data management platform that provides a vendor independent and comprehensive view of all automation processes involving OT and IT. Users are protected against production downtime, data loss and experience significantly increased cyber security. AMDT is operating world-wide with sales offices in Germany, US and China and a partner network of more than 100 partners around the world.

We are looking for a Technical Support Engineer who will be the first contact person for our customers. After successful training you will support our customers in 1st and 2nd level support for our octoplant product and our interface to our client’s hardware including Programmable Logic Controllers (PLCs) using Jira Service Desk. From problem detection and analysis to solution/troubleshooting, you will be the first point of contact. You will also have the opportunity to assist in 3rd level support and consulting. You will be working with our worldwide support organization providing support to customers around the world.

• Effectively work with technical and non-technical end-users to resolve software and hardware issues
• Research, resolve, and respond to a wide variety of inquiries related to our octoplant product, such as product troubleshooting, status updates, etc.
• Build and develop valuable relationships with clients by identifying their needs and resolving issues with empathy, tact and patience
• Create concise/ user friendly technical documentation and how to guides for customers 
• Monitor and respond quickly to incoming requests related to implementation issues
• Assist with onboarding new users
• Troubleshoot issues with systems and networks using good deductive reasoning skills
• Document issues and the appropriate action/solutions performed

• Bachelor’s degree in engineering, computer science, or IT fields preferred 
• 5+ years of experience in control system use and support, help desk support, IT customer support preferably in the manufacturing field 
• Good knowledge of automation technology, e.g. Rockwell systems (Logix, FactoryTalk, etc) Siemens systems (S7, TIA, HMI, PCS7) or other control families (Schneider Electric; Mitsubishi, Omron, etc.), industrial communication (Ethernet / PROFINET / PROFIBUS/ etc.)
• A familiarity with ticketing systems (e.g. Jira Service Management)
• Analytical mindset
• Ability to effectively communicate technical concepts to technical and non-technical end-users
• Excellent verbal, written communication, customer service, and interpersonal skills
• A passion for problem solving and a roll up your sleeves to get things done attitude
• Knowledge of Windows Server and network systems
• French and/or Spanish language skills preferred, but not required