Support Engineer
Location
California, US
Contract type
Hybrid
Offer description
Andea specializes in delivering manufacturing technology services and solutions, from conducting technical assessments and providing strategic manufacturing systems to managing global MES rollouts. Our employees are process experts in production and logistics, quality management, and production data analysis. We have successfully delivered hundreds of global manufacturing system implementations in various industries, including: Automotive, Aerospace & Defense, Packaging, Medical Devices, FMCG, and Industrial Machinery & Equipment.
We are seeking a L2 Support Engineer to provide exceptional technical support for on premise Manufacturo manufacturing platform deployments. In this role, you will act as a first and second level of support in ensuring our customers' success by diagnosing and resolving technical issues, supporting production environments, gathering key users requirements and developing solution enhancements, and collaborating with internal teams to deliver solutions. This is an ideal opportunity for a motivated problem-solver with strong technical acumen and a passion for customer success.
Duties
Key Responsibilities
• Customer Solution Management: Configure, implement, and manage customer solutions on the Manufacturo platform, ensuring seamless integration and performance.
• Technical Support: Provide exceptional technical support to customers, addressing and resolving issues across production environments promptly and professionally.
• Incident Diagnosis and Resolution: Investigate, troubleshoot, and resolve technical problems, minimizing downtime and operational disruptions.
• Collaboration: Work closely with implementation teams to escalate and resolve complex issues, submitting code changes when necessary.
• Monitoring and Analysis: Utilize tools like Grafana to monitor system health and proactively address performance concerns.
• Process Improvement: Document troubleshooting steps, create knowledge bases, and continuously improve support processes for efficiency and scalability.
• Training and Guidance: Provide training and best practices to customers, ensuring they maximize value from Manufacturo platform and solution built on top of it.
Required skills
Required Skills & Experience:
• Customer Success Focus: Passion for delivering exceptional service and building positive relationships.
• Technical Expertise: Experience troubleshooting software systems.
• Problem Solving: Strong analytical and investigative skills with the ability to diagnose technical issues effectively. • Technical Tools:
- Monitoring tools: Grafana (or equivalent).
- Service management tools: Jira Service Management, YouTrack, ServiceNow or similar platforms.
• Programming Knowledge: Familiarity with the following technologies is a plus:
- Angular/JavaScript o C#/.NET
- MSSQL
• Education: Bachelor's degree in Computer Science, Information Systems, or equivalent experience.
Preferred Skills:
• Experience supporting or implementing manufacturing systems.
• Knowledge of on premise system deployments, and microservices.
• Experience debugging applications and deploying fixes.
What we offer
Schedule and Work Environment
• Schedule: Monday - Friday, 8-hour shifts
• On-Call Support: Possibility to work on paid On-Call shifts
• Location: Hybrid remote in Brea, CA 92821
- 401(k) Matching
- Health, Dental, and Vision Insurance
- Paid Time Off
- Gym Membership Reimbursement: Up to $40/month ($480/year)
- Company Cell Phone or Reimbursement: Up to $75/month ($900/year)
- Referral Program
- Collaborative and Innovative Work Environment