Senior Customer Support Engineer
Pubblicato il 19-08-2026 - Cognex in Milano
Job Description: Cognex is the world’s leading provider of vision systems, software, sensors, and industrial barcode readers used in manufacturing automation. Cognex Vision helps companies improve product quality, eliminate production errors, lower manufacturing costs, and exceed consumer expectations for high quality products at an affordable price.
Typical applications for machine vision include detecting defects, monitoring production lines, guiding assembly robots, and tracking, sorting and identifying parts. Cognex serves an international customer base from offices located throughout the Americas, Europe, and Asia, and through a global network of integration and distribution partners. The company is headquartered close to Boston in Natick, Massachusetts.
Senior Customer Support Engineer – Milan, ItalyWe are looking for a Senior Customer Support Engineer in our Milan, Italy office working on a hybrid schedule – 3 days in the office and 2 remote. Office address: Via Gaetano Crespi, 9, 20134 Milano.
Key Responsibilities
- Serve as the front‑line technical escalation point for Cognex products, handling complex customer requests submitted via web and phone.
- Lead the resolution of complex or high‑impact technical issues, including cross‑functional coordination with engineering and product teams.
- Understand customer environments, ask effective troubleshooting questions, assess severity, and define resolution strategies.
- Troubleshoot and reproduce advanced technical issues, identify root causes, and deliver robust solutions or workarounds.
- Drive end‑to‑end ownership of critical cases, ensuring timely resolution and a high level of customer satisfaction.
- Maintain clear and proactive communication with customers, providing regular updates and managing expectations.
- Accurately document and manage cases in the CRM system, ensuring high‑quality and actionable records, including participation in recorded customer interactions in line with standard support practic