Advanced Technical Support Specialist

The Level 2 Technical Support Specialist provides advanced support for industrial automation and

control products across North America. This position focuses on troubleshooting complex cases involving

PLCs, HMIs, safety systems, motion, and networking technologies, while collaborating with Engineering and

Field teams to ensure fast and accurate resolutions.

General Responsibilities

Document all incoming support cases using the omnichannel ticketing system (email, phone, chat).

Troubleshoot and resolve advanced Level 2 technical issues; escalate to engineering teams when

required.

Maintain high customer satisfaction by meeting or exceeding service level targets (CSAT, response

time, resolution time).

Create and maintain technical documentation, FAQs, and sample programs for internal and external

use.

Communicate proactively and professionally with cross-functional teams such as Sales, Marketing,