Customer Support Engineer

About The Position

Customer Field/Support Engineer

We are seeking a Customer Field/Support Engineer to handle post-sale technical activities and ensure successful deployment and support of Waterfall Solutions at customer sites. This role involves close collaboration with clients, providing both technical expertise and hands-on assistance during system implementation and ongoing maintenance.

Responsibilities

• Provide Tier 1–3 technical support, including issue reproduction, troubleshooting, and documentation of system events.
• Perform onsite and remote installations of Waterfall products worldwide.
• Diagnose, analyze, and resolve system issues, including root cause analysis and detailed reporting to customers.
• Conduct onsite customer training during initial installation and as needed thereafter.
• Work closely with customers to engineer and optimize solutions integrating Waterfall products.
• Collaborate with the Pre-Sales and Sales teams to understand customer requirements and assist with technical evaluations.
• Manage assigned support cases and maintain accurate records in the company’s tracking system.
• Document all service and installation activities through detailed reports and logs.
  
  

• 3–5 years of experience working with IT or OT infrastructures — including networking fundamentals, traffic capture and analysis, network protocols, security, and scripting (e.g., batch files).
• Advanced proficiency in both Windows and Linux environments, including OS installation, system configuration, and debugging.
• 3–5 years of experience as a Technical Support Engineer or in a similar customer-facing technical role.
• Proven troubleshooting expertise for both software and hardware issues.
• Excellent interpersonal and communication skills with a strong customer-service orientation.
• Willingness to travel up to 40% of the time (as required).
• Experience with multidisciplinary systems (hardware, software, and networking).
  
  

• Experience with database management and troubleshooting (MSSQL, MySQL, Oracle, PostgreSQL, MariaDB).
• Knowledge of OSI PI and OPC data systems installation and support.
• Familiarity with SCADA systems and Industrial Control Systems (ICS).
• Experience in pre-sales or customer technical engagement.
  
  

• BS/MS in Computer Science, Engineering, or a related technical field.