Overview

SeQent provides manufacturing alarm and alert management for many of the largest industrial organizations in the world. Global deployments of our software manage the world’s largest automotive and semi-conductor manufacturers’ operations. As a result, you almost assuredly own multiple items or items with key components whose manufacturing SeQent products monitored.

The Customer Support Engineer plays a key role within our infrastructure as the front line between the organization and our diverse global customer base. Your customers will be the I.T., engineering or dedicated SeQent application support teams at our customer locations. Each of the facilities we monitor are worth billions of dollars. As a result, our customers expect the best engineering support to ensure our software is fully operational and monitoring all aspects of their manufacturing processes.

Core Responsibilities

As a Senior Customer Support Engineer, you will be responsible for the following tasks:

• Telephone and web-based application support.
• Accurately document and track support incidents.
• Work cooperatively with the SeQent Software Architects during the support process.
• Provide input as to new features/enhancements that will assist your customers.
• Quality Assurance testing for software releases related to support incidents or enhancements.
• Coach users on application use during support sessions.
• Support customers with large-scale deployments or upgrades.
• Application troubleshooting & configuration design/migration.
• Assist pre-sales in deployment of proof-of-concept installations.
• Customer solution training.

Qualifications

The qualifications required to be able to adequately support our implementations are as follows:

• Minimum 3+ years of technical software testing and/or customer support.
• A minimum 2+ years supporting Plant Floor Automation Systems would be a distinguishing attribute of candidates.
• Skills in the following technical areas are a strong asset - XML, HTML, IIoT/MQTT, PLC/OPC knowledge, Microsoft.Net, Relational/Mongo databases, and Web architectures, IP networking.
• Strong business acumen, ability to assist with the sales process and commitment to relationship building with the customer.
• Ability to travel may be required for customer visits and on-site support on occasion.
• Lead a project/team or work independently as required.
• Dedicated, positive and enthusiastic attitude,
• Valid Canadian passport.
• Reliable vehicle.

Assets

• Familiarity with the following applications/hardware is considered a bonus:

Activplant

CIMPLICITY

FactoryTalk View SE

HiveMQ

Mosquito

ThingWorx

Wonderware System Platform/InTouch

Push-To-Talk Radio networks

• Ability to utilize tools such as:

Procmon

Wireshark

Education

• College or University Degree Required (I.T. related)

Travel

• This position will occasionally travel (2-5%) to customer locations primarily in North America.

Benefits

• Casual dress
• Individual dedicated office
• Company events
• Family benefits
• Dental care
• Extended health care
• Yearly bonus

Job Type: Full-time

Salary: $63,000.00-$78,000.00 per year

Benefits:

• Casual dress
• Company events
• Dental care
• Extended health care

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental pay types:

• Bonus pay

Application question(s):

• Are you in London, ON?

Education:

• Bachelor's Degree (preferred)

Experience:

• customer support: 3 years (preferred)

Language:

• English (preferred)

Work Location: One location

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