Job Title: Technical Support Specialist
As a trusted world leader in product identification and traceability solutions, we offer a full line of reliable and innovative inkjet, thermal transfer, laser, print and apply label systems.
We deliver fully integrated solutions that enable product quality and safety, regulatory compliance, better product recalls and improved manufacturing processes.
Key Responsibilities:
* Act as the primary point of contact for software related support requests from regional and international customers.
* Troubleshoot technical issues in custom applications and provide accurate, timely resolutions.
* Utilize knowledge of tools such as VB.NET, SQL, and industrial communication protocols (e.g., OPC/PLC) to analyze and solve incidents.
* Build strong relationships with customers through proactive and clear communication.
* Handle support cases via phone, email, and ticketing system while meeting Service Level Agreement expectations.
* Collaborate with global colleagues (Support, Engineering, Project Management) to investigate and resolve complex issues.
* Document and maintain case information and support knowledge base as part of continuous improvement.
* Maintain up-to-date technical skills through training, hands-on work, and collaboration.
* Identify and prioritize issues appropriately.
* Occasionally support on-site deployments for software implementation in coordination with the Project Engineering team.
Requirements:
* Technical education or relevant experience in: Engineering, IT, Computer Science or a related field.
* 5+ years of experience in software support and/or development.
* Ability to work independently and manage responsibilities in a remote or partially remote setup.
* Experience with VB.NET, C#, or other programming languages.
* Familiarity with SQL or similar database query languages.
* Understanding of networking and server-client software structures.
* Strong analytical and troubleshooting skills across software, databases, and basic industrial environments.
* Experience in an industrial environment or production systems is a plus.
* Excellent English proficiency (spoken and written); Spanish is a plus.
* Flexibility to work in shifts (morning and afternoon).
* Flexibility for occasionally being on call during the weekends (on average 1 weekend every 7-9 weeks and compensated).
* Excellent communication skills and reasoning ability.