Senior Customer Support Engineer
Pubblicato il 01-08-2026 - Altro in Italia
Experteer Overview As a Senior Customer Support Engineer in Milan, you will be the frontline expert for Cognex products, delivering high-impact remote technical support to English and Italian‐speaking customers across Europe. You will own complex issues, coordinate with cross‐functional teams, and drive timely resolutions to ensure customer success. You will mentor junior engineers, share knowledge, and contribute to product improvements. This role blends deep technical problem‐solving with a customer‐first mindset in a global, collaborative setting.
Retribuzione / Benefits Serve as front‐line escalation point for Cognex products, handling complex requests
Lead resolution of high‐impact technical issues with cross‐functional collaboration
Understand customer environments, ask targeted troubleshooting questions, assess severity, define strategies
Troubleshoot and reproduce advanced issues, identify root causes, implement solutions or workarounds
Own critical cases end‐to‐end, ensure timely resolution and high customer satisfaction
Maintain proactive communication with customers and manage expectations
Document and manage cases in CRM with high‐quality records, participate in recorded interactions
Identify unexpected product behaviors and elevate for long‐term improvements
Act as technical reference, guiding the team on complex scenarios
Mentor junior engineers in technical problem‐solving and customer interaction
Contribute to knowledge sharing via knowledge base, FAQs, and documentation
Identify recurring issues and drive root‐cause analysis to improve support and product quality
Collaborate with global support teams to ensure consistent, high‐quality support
Stay updated with Cognex technologies and foster continuous learning
Responsabilità Strong troubleshooting and analytical skills across hardware, software, and networking
Familiarity with industrial environments and basics of PLCs, robotics, manufacturing systems
Understanding of networking fundamentals and ind