Senior Customer Support Engineer
Pubblicato il 15-09-2026 - Cognex in Milano
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.
Responsabilità
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 escalate 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
Requisiti fondamentali
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 industrial protocols (TCP/IP, Ethernet/IP, Profinet, Modbus) Ability to interpret technical docs, architectures, and wiring diagrams Ability to reproduce issues and validate solutions methodically Proven capability to lead investigations and independently resolve complex issues Clear, effective communication adaptable to technical and non-technical customers Customer-first mindset with solution-oriented problem-solving Ability to learn and apply new technologies in industrial vision systems Professional proficiency in English and Italian customer-centric clear communication team collaboration industrial vision systems hardware, software, and networking troubleshooting PLC, robotics knowledge