Product Support Specialist-Automation

Summary :

We're looking for a Product Support Specialist to be the technical go-to for customers, distributors, and our sales team. You'll troubleshoot, advise, and resolve issues across our industrial automation and connectivity portfolio, including IO-Link, fieldbus I/O, safety modules, power supplies, and M12 connectivity. You'll also feed what you learn from the field back into product development so our products and documentation keep getting better.

Essential Duties

• Deliver first- and second-level technical support by phone, email, and remote session to customers, integrators, and distributors.
• Troubleshoot device configuration, network communication (PROFINET, EtherNet/IP, EtherCAT), IO-Link, and wiring issues.
• Guide customers through product selection, setup, and integration with PLCs (Siemens, Rockwell, Beckhoff, and others).
• Manage support cases in CRM from intake to resolution, with clear documentation and escalation when needed.
• Coordinate RMAs, failure analysis, and warranty decisions with quality and engineering.
• Build and maintain knowledge base articles, application notes, FAQs, and quick-start guides.
• Capture recurring issues and feature requests and share them with product management.

Desired Knowledge, Skillsand Abilities

• Associate's or Bachelor's degree in Electrical Engineering, Mechatronics, Automation Technology, or related field, or equivalent hands-on experience.
• 5+ years in industrial automation support, controls, field service, or system integration.
• Working knowledge of PLCs, industrial networks, and distributed I/O.
• Ability to read electrical schematics and wiring diagrams.
• Strong troubleshooting skills with a methodical, root-cause approach.
• Clear communicator who can explain technical concepts to engineers and non-engineers alike.

Preferred Skills and Abilities

• Hands-on experience with IO-Link masters and devices.
• Experience with CAN-based networks (CANopen, J1939, or similar), including device configuration and troubleshooting.
• Familiarity with functional safety (IEC 61508, ISO 13849) and safety I/O.
• Experience with TIA Portal, Studio 5000, TwinCAT, or similar programming environments.
• Knowledge of UL, CE, and NFPA 79 requirements for machine building.
• Experience with CRM or ticketing systems (Salesforce, Dynamics, etc.).
• Bilingual English/Spanish or English/German a plus.

What Success Looks Like

• Fast, accurate case resolution and strong customer satisfaction scores.
• Fewer repeat issues thanks to solid documentation and training.
• Sales team sees you as a trusted technical partner.
• Product team gets actionable field feedback that shapes future releases.

Work Hours & Location

• M-F 8am-5pm (3 days in office/1 day remote)
• Suwanee, GA