Remote Support Engineer

Job Description
The primary responsibility of the Remote Support Engineer position is to provide technical support to Rockwell Automation customers, field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging systems.

Support will be provided via the phone, chat, and email.
The Remote Support Engineer will have experience with Network Design & Architecture, Cisco IOS & Command Line and Linux Experience.
This position is remote, and can be located anywhere in the United States.
Responsibilities
Support our customers and field personnel with troubleshooting and resolving customer issues via the phone, chat, and email Manage all customer interactions including and not limited to, setting expectations with customers prior to concluding an interaction, capturing the customer issue/resolution/steps taken to troubleshoot within Service Ticket notes, executing the Knowledge-Centered Support (KCS) process and following up with customer(s) in a timely manner Support entire core area of Automation, including our controllers, operator interfaces, and networks, with limited supervision Update and author Technical Notes and other documentation with solutions or workarounds to commonly experienced problems, installation practices that create problems, how-to guides, etc.

to improve customer satisfaction and acceptance
Basic Requirements
Bachelor’s degree in Electronics, Electrical Engineering or Computer Science or related field Experience with Network Design & Architecture, Cisco IOS & Command Line and Linux Must be authorized to work in the U.S.

without sponsorship now or in the future.

Rockwell Automation will not offer sponsorship for this position
Preferred Qualifications
Knowledge and experience with IoT Technologies Experience with the Cisco IOS command-line interface (CLI) for configuring, monitoring, and maintaining Cisco devices Experience with Network Architecture Design Functional knowledge of industrial communication networks, including ControlNet, DeviceNet, and EtherNet/IP Experience configuring and troubleshooting managed Ethernet switches and routers Proven ability to handle high pressure work situations when interacting with customer’s over the phone
“This position is part of a job family.

Experience will be the determining factor for position level and compensation”.
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We are an Equal Opportunity Employer including disability and veterans.
If you are an individual with a disability and you need assistance or a reasonable accommodation during the application process, please contact our services team at +1 (844) 404-7427.