Customer Support Engineer
HybridGuadalajara, Jalisco, Mexico
Job Summary
Provide remote technical support for Cognex industrial machine vision systems to system integrators and end users, resolving complex troubleshooting issues involving parcel conveyors, sorters, and PLC controls. Maintain high customer satisfaction through timely interactions, create case updates in Salesforce CRM, and develop technical bulletins and knowledge base articles. Coordinate with global support teams to escalate product bugs and facilitate deep troubleshooting on image processing, optics, and networking protocols. Participate in required technical trainings and drive continuous improvement of support processes based on customer feedback. Work a hybrid schedule of three days in the Guadalajara office with two remote days, requiring English and Spanish proficiency.
Required Qualifications
- Bachelor's or Master's Degree in technical field or equivalent work experience
- 1-4 years related experience in technical support, or similarly technical and customer-facing capacity, in the electronics, robotics, manufacturing, automation, or IT industries
- Ability to travel internationally as required
- English and Spanish language proficiency (spoken and written)
- Ability to speak on the phone for extended periods of time
- Ability to use computer equipment or work in office environment
- Strong attention to detail and communication skills and ability to work within a team
- Specialized knowledge of image processing, analysis, and deep learning techniques
- Knowledge of machine vision systems, optics, and lighting techniques for machine vision applications
- Expertise in all relevant Cognex products/ technology (DataMan barcode reading, In-Sight platforms, VisionPro, Deep Learning, etc.)
- Knowledge of networking and industrial communication protocols such as TCP, FTP, EIP, Devicenet, Profinet, SLMP, Modbus, etc.
- Knowledge of factory automation process, industrial controls, industrial robotic controls, and a general knowledge of PLC ladder logic programming
- Understanding of software programming and debugging of both script-based and object-oriented applications
- Knowledge of specific programming languages in use by Cognex (Javascript, C#, C++, VB)
- Practical, hands-on knowledge of electronics, electrical circuits, hardware, and wiring
- Ability to prioritize, multitask and work under pressure
- Strong note taking and organization skills and the ability to effectively hand-off cases or phone calls
Desired Qualifications
- Prior customer service experience preferred
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