Sr. Customer Success Engineer

Company Description

Software Toolbox is a full-stack industrial AI company that specializes in delivering innovative industrial connectivity software, data platforms, and AI agents to support manufacturing and process industries. The company's advanced solutions, includes TOP Server, OPC Router, and OmniServer, N3uron, and Cogent DataHub are recognized for exceptional customer support and high customer satisfaction. The company is now leading with an AI-first mindset and delivering cutting-edge AI capabilities like jonjon.ai, a specialized agent for addressing industrial challenges and providing actionable insights. Serving leading global businesses across diverse industries such as automotive, chemicals, power generation, oil and gas, and food and beverage, Software Toolbox empowers clients to navigate their industrial AI transformation.

Outcome / Mission

Protect and strengthen customer retention through technical excellence. Be the deepest point of expertise our customers, partners, and teammates can turn to when the problem is hardest.

You'll do this by embodying our team values every day: Customers First (staying on top of cases and responding within SLA), Working Together (asking for help when you need it, and stepping in when a teammate does), Continuous Improvement (finding better ways to work and hitting team goals), Personal Excellence (using feedback and reviews to keep growing), and Stewardship (taking care of your tools, your work, and the people around you).

Above all, this is about outcomes for the customer, not who gets the credit for the fix.

Our Customer Success team holds a 97% customer satisfaction rate. That number exists because we match, and often exceed, the technical depth of the engineers and system integrators who call us. We are a small, collaborative, highly skilled team. When someone has a problem nobody else can solve, they call us.

This role is growing in importance as more of our customers move to full-stack deployments: field devices through OPC servers, up into cloud and UNS-based architectures. You'll be the technical bridge between our team and users ranging from SI partners, distributors, and direct end-users.

What You'll Do

1. Technical Support & Troubleshooting

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Serve as a senior technical resource for the most complex customer issues (connectivity failures, protocol mismatches, integration edge cases) across our full product portfolio

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Diagnose and resolve communication problems involving OPC DA/UA, MQTT, REST APIs, TCP/IP networking, and adjacent protocols, including Modbus and DNP3, using tools such as Wireshark and packet analyzers

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Work across customer environments spanning SCADA and HMI platforms, PLCs (Allen-Bradley/Rockwell, Siemens, Schneider Electric, and similar), cloud-connected infrastructure, and IIoT edge architectures, including oil & gas field data collectors and EFM data

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Collaborate with development partners to isolate, reproduce, and resolve software defects and compatibility issues

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Apply strong networking fundamentals to troubleshoot connectivity beyond the device layer

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Support customers across energy, oil and gas, food and beverage, automotive, water/wastewater, manufacturing, and more — adapting to each environment and audience

· Apply creative problem-solving, sometimes borrowing approaches from other industries or competing platforms, to resolve issues nothing in the documentation quite covers.

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Track resolution patterns and contribute findings back to the team and knowledge base to reduce repeat incidents

2. Professional Engineering Services

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Lead professional services engagements for customers requiring expert-level setup, configuration, and integration support

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Provide architecture consulting and system design guidance, helping customers build integrations that scale and perform reliably

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Become a recognized product expert across the Software Toolbox portfolio; be the person customers and internal teams reach for on the hardest problems

· Proactively test our platform across varied environments to surface bugs, edge cases, and improvement opportunities before customers run into them.

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Deliver services remotely with the quality a customer would expect on-site; this team has built its entire reputation doing exactly that

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Contribute to pre-sales technical evaluations to ensure customers choose and implement the right solutions from day one

3. Knowledge Development & Team Collaboration

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Create technical content (application notes, knowledge base articles, video guides, blog posts, training materials) that turns your field experience into resources customers and teammates can use

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Work alongside product management, development, and sales to advance the roadmap using real customer feedback

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Elevate the team's collective technical floor by sharing hard-won expertise and engaging in hands-on collaborative problem solving

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Help define and document the professional services delivery model as this practice grows

Required Qualifications (Must-Have)

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3–5+ years of hands-on experience in industrial automation, controls engineering, OT networking, or system integration

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Working knowledge of OPC DA and OPC UA, MQTT, REST APIs, and TCP/IP networking at a configuration and troubleshooting level

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Experience with SCADA or HMI platforms (AVEVA, Ignition, FactoryTalk, or equivalent)

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Familiarity with PLC environments (Allen-Bradley/Rockwell, Siemens, Schneider Electric, or similar), field protocols such as Modbus and DNP3, BACnet, and cloud-connected automation or IIoT platforms

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Strong networking fundamentals: TCP/IP, serial communications, and radio/wireless communications

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Experience using Wireshark or equivalent packet analysis tools to capture and diagnose communication issues

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Strong written and verbal technical communication, comfortable leading live video calls and onboarding sessions, able to translate complex problems clearly for both engineers and non-technical stakeholders

·  Investigative, exploratory mindset: comfortable digging into documentation, datasheets, and real-world testing to validate answers rather than assume them.

·        Structured troubleshooting discipline: reproducible steps, a root-cause focus, and explanations customers can follow.

·        Patient, empathetic communication style: able to read between the lines and clarify what a customer actually needs, not just what they first ask for.

·        Professional English proficiency, written and spoken, to support international customers and produce clear documentation.

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Comfortable operating in a fast-paced environment where no two problems are exactly alike

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Bachelor's degree or higher in Electrical Engineering, Computer Engineering, or a STEM-related field or equivalent professional experience

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U.S. Citizen or Permanent Resident

Preferred Qualifications

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Prior system integration experience: you understand how real-world integrations fail and what good architecture looks like from the outside

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Scripting ability for troubleshooting and automation, and working knowledge of SQL databases

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Familiarity with TOP Server/KEPServerEX, OPC Router, Cogent DataHub, or N3uron — or equivalent connectivity and aggregation platforms

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Experience with Sparkplug B, Kafka, or other modern IIoT messaging architectures

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Exposure to cloud platforms in industrial contexts such as Azure IoT Hub or AWS Greengrass

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Prior experience in a customer-facing technical role — support, consulting, or professional services delivery

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Oil & gas field experience, including EFM data and RTU/remote data collection

·        Sound judgment on emerging tech trends: separating real signal from hype.

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AI-first mindset — comfortable using AI tools to accelerate diagnostics, content creation, and problem documentation

Location

Preferred: Charlotte, NC

• Also Strong: Remote within the United States for exceptional candidates willing to travel quarterly.

Why This Role Matters

We hear regularly from candidates who are exceptional technically but burning out on the demands of field work: the travel, weekend callouts, and isolation of being the only expert in the room. This role keeps you in the problem-solving seat every day, alongside a team that matches your level, without mandatory travel or on-call rotations. What you'll trade the travel for is variety: every case is a different customer, protocol, or industry, and the creativity required to solve it is the job, not a bonus. If you have been the most capable person in the room and are ready for a role that recognizes it, in a structured, Monday-through-Friday environment, this is it.