Product Support Engineer 1 (Vigo, Spain)
hace 2 días
Vigo
ph3About Parsec /h3pParsec Automation, LLC (Parsec) is a trailblazing creator and provider of manufacturing operations management software. Consistently recognized by organizations like Gartner and IDC and a winner of numerous awards, including the Data Breakthrough Awards, American Business, and Best in Biz, Parsec exemplifies leadership in the dynamic, fast-paced manufacturing sector. With major companies such as Johnson Johnson, Merck, Toyota, Proctor Gamble, Eli Lilly, Hershey, Siemens, and DuPont leveraging its innovative TrakSYS™ platform to tackle even the most complex manufacturing challenges, Parsec’s solutions are actively optimizing efficiency, quality, and compliance at over 11,000 plants in more than 140 countries. Committed to customer success and driven by innovation, Parsec continues to fulfill its mission of making the management of manufacturing operations as simple as possible. /ppParsec is backed by BVP Forge, a $780M fund in partnership with the $20B Bessemer platform that has backed industry-defining businesses such as LinkedIn, MindBody, Procore, Shopify, and Toast. BVP Forge combines Bessemer’s front-line industry insights, proven growth IP, and robust executive network with tailored resources for self-sustaining companies and the ForgeEdge™ operational program. /ph3The Role /h3pAs a Product Support Engineer I, you’ll provide high-quality technical support to customers and partners using the TrakSYS™ platform. This role is ideal for someone who is technically strong, customer-focused, and excited to deepen their expertise in MES, manufacturing systems, and enterprise software support. /ppYou’ll work closely with customers, internal support teams in the U.S. and Spain, and engineering partners to troubleshoot issues, support upgrades, contribute to testing, and help improve documentation and knowledge sharing across the organization. /ppThis position requires flexibility to support 24/7 operations, including rotating coverage for weekends and extended shifts (up to 12 hours). /ph3Key Responsibilities /h3h3Platform and Application Support (≈70%) /h3ulliProvide Level 2 product support for both the TrakSYS™ platform and implemented solutions /liliDiagnose and resolve platform and application issues /liliTroubleshoot production applications built by Parsec Professional Services under managed services SLAs /liliRespond to alerts, triage incidents, and escalate to Level 3 or Engineering when needed /liliCreate examples and demonstrations of TrakSYS features (including light customization such as reports or UI components in ASP.NET) /liliDocument incidents, root causes, and corrective actions /li /ulh3Upgrades and Testing (≈10%) /h3ulliSupport customer application upgrades /liliAssist with functional and regression testing /liliIdentify, document, and report defects /li /ulh3Documentation and Knowledge Sharing (≈10%) /h3ulliCreate and maintain Knowledge Base articles /liliDocument new and existing TrakSYS features /liliDevelop Application Notes, Technical Guides, deployment instructions, and troubleshooting runbooks /li /ulh3Learning and Continuous Improvement (≈10%) /h3ulliLearn and apply Parsec’s support methodologies and tools /liliStay current on TrakSYS platform features and updates /liliBuild expertise in MES concepts, manufacturing workflows, and support technologies /li /ulh3Qualifications /h3ulliBachelor’s degree in Computer Science, Engineering, Information Technology, Business, or a related field /lili2+ years of experience in software support or development /liliStrong experience with:ulliC# .NET / ASP.NET /liliMicrosoft SQL Server /liliWeb technologies (HTML, XML, JavaScript) /liliWindows client and server operating systems /li /ul /li /ulh3Preferred Experience /h3ulliCloud platforms (Azure or AWS) /liliBootstrap CSS framework /liliSoftware testing frameworks /liliManufacturing, MES, or process automation environments /li /ulh3Success Traits /h3ulliStrong analytical and troubleshooting skills /liliDetail-oriented with excellent documentation habits /liliStrong written and verbal communication skills /liliComfortable working in a fast-paced, customer-driven environment /liliCollaborative mindset with global teams /liliWillingness to participate in rotating on-call and extended shift coverage /liliEager to learn and grow technical depth across enterprise manufacturing systems /li /ulh3Benefits /h3ulliHybrid work schedule /liliVariable bonus based on company and individual performance /liliFlexible vacation time /liliOutstanding team environment /li /ul /p #J-18808-Ljbffr