Remote Customer Support Engineer

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78cv1k

Experteer OverviewAs 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 / BenefitsServe as front‐line escalation point for Cognex products, handling complex requestsLead resolution of high‐impact technical issues with cross‐functional collaborationUnderstand customer environments, ask targeted troubleshooting questions, assess severity, define strategiesTroubleshoot and reproduce advanced issues, identify root causes, implement solutions or workaroundsOwn critical cases end‐to‐end,



ensure timely resolution and high customer satisfactionMaintain proactive communication with customers and manage expectationsDocument and manage cases in CRM with high‐quality records, participate in recorded interactionsIdentify unexpected product behaviors and elevate for long‐term improvementsAct as technical reference, guiding the team on complex scenariosMentor junior engineers in technical problem‐solving and customer interactionContribute to knowledge sharing via knowledge base, FAQs, and documentationIdentify recurring issues and drive root‐cause analysis to improve support and product qualityCollaborate with global support teams to ensure consistent, high‐quality supportStay updated with Cognex technologies and foster continuous learningResponsabilitàStrong troubleshooting and analytical skills across hardware, software, and networkingFamiliarity with industrial environments and basics of PLCs, robotics, manufacturing systemsUnderstanding of networking fundamentals and industrial protocols (T

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/78cv1k