Senior Customer Support Engineer
Pubblicato il 21-08-2026 - Altro in Italia
As a Senior Customer Support Engineer, you will serve as a key point of contact and entry point for incoming customer requests, delivering expert remote technical support to English and Italian speaking Cognex customers across Europe. You will take ownership of complex and high-impact technical issues, driving resolution across teams and acting as a technical reference within a distributed team of engineers. You will play a critical role in ensuring customer success by understanding customer needs, leading effective resolution strategies, and maintaining a high level of customer satisfaction. You will work with a different customer base, including end users, system integrators, and machine builders. This role requires a strong customer-first mindset, deep technical curiosity, and a proactive, solution-oriented approach to problem-solving, along with the ability to influence best practices and support continuous improvement within the team. This is a fixed-term contract with potential for longer-term opportunities, subject to business priorities.
We 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.
Initial 9 month contract
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