Customer Support Engineer

* Provide technical, professional, front-line customer support by asking meaningful troubleshooting questions, providing clarification on customer questions, directing customer to useful resources, etc.* Maintain high customer satisfaction level through timely, attentive, and courteous interactions* Maintain open communication and provide consistent case updates to customer* Ensure appropriate equipment is in place to set up common use cases for troubleshooting, reproducing reported issues and resolving or providing suitable workarounds* Create, update, and close cases in Salesforce CRM* Maintain complete and coherent case notes, and ensure all relevant data is captured* Develop and maintain technical bulletins and knowledge base articles for complex problems that are easy to understand for non-technical and technical audience both internal and external* Interface and coordinate with global technical support group to facilitate troubleshooting and ensure timely resolution* Utilize experience to create internal FAQs and share with the Customer Support Team.* Escalate product issues to next level support team to solve certain topics and report product and manual bugs* Respond in a timely manner to requests from engineering for additional information or troubleshooting on customer setup* Participate in required technical trainings to keep skills up to date with current technology, new products and industry standards or trends* Drive continuous improvement of technical support processes based on employee and customer feedback* Ability to guide customers in how to use Cognex products and explain the cause of more complex trouble in an easy-to-understand manner* Understand when and how to react and maintain composure and professionalism when handling different types of customers* Understand different types of communication and when to apply them* Active listening skills and the ability to gain a full and accurate understanding of the customer point of view* Strong ability to demonstrate empathy and establish a good customer relationship* Strong ability to de-escalate customer frustrations and maintain focus on the issue at hand* Understand how to set realistic customer expectations and the ability to explain product capabilities to customers* 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.* Ability to replicate setups, reproduce complex issues, and resolve difficult problems efficiently* Strong understanding when you need more information from the customer and how to ask questions to get appropriate information* 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* Ability to read and interpret complex wire and engineering diagrams* Ability to read programming documentation* 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 discern when to escalate a case and what information is relevant to include when escalating to other departments or higher levels of support* 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.* 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* Prior customer service experience preferred* 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* Provide technical, professional, front-line customer support by asking meaningful troubleshooting questions, providing clarification on customer questions, directing customer to useful resources, etc.* Maintain high customer satisfaction level through timely, attentive, and courteous interactions* Maintain open communication and provide consistent case updates to customer* Ensure appropriate equipment is in place to set up common use cases for troubleshooting, reproducing reported issues and resolving or providing suitable workarounds* Create, update, and close cases in Salesforce CRM* Maintain complete and coherent case notes, and ensure all relevant data is captured* Develop and maintain technical bulletins and knowledge base articles for complex problems that are easy to understand for non-technical and technical audience both internal and external* Interface and coordinate with global technical support group to facilitate troubleshooting and ensure timely resolution* Utilize experience to create internal FAQs and share with the Customer Support Team.* Escalate product issues to next level support team to solve certain topics and report product and manual bugs* Respond in a timely manner to requests from engineering for additional information or troubleshooting on customer setup* Participate in required technical trainings to keep skills up to date with current technology, new products and industry standards or trends* Drive continuous improvement of technical support processes based on employee and customer feedback* Ability to guide customers in how to use Cognex products and explain the cause of more complex trouble in an easy-to-understand manner* Understand when and how to react and maintain composure and professionalism when handling different types of customers* Understand different types of communication and when to apply them* Active listening skills and the ability to gain a full and accurate understanding of the customer point of view* Strong ability to demonstrate empathy and establish a good customer relationship* Strong ability to de-escalate customer frustrations and maintain focus on the issue at hand* Understand how to set realistic customer expectations and the ability to explain product capabilities to customers* 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.* Ability to replicate setups, reproduce complex issues, and resolve difficult problems efficiently* Strong understanding when you need more information from the customer and how to ask questions to get appropriate information* 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* Ability to read and interpret complex wire and engineering diagrams* Ability to read programming documentation* Knowledge of specific programming languages in use by Cognex (Javascript, C#, C++, VB)* Practical, hands-on knowledge of electronics, electrical circuits, hardware, and #J-18808-Ljbffr