Customer Field/Support Engineer (NA)

We are looking for a Customer Field/Support Engineer for post-sale activities. The position requires interfacing with clients as a technical expert both during the initial implement and ongoing support of Waterfall Solutions at customer’s site.


✔️Provide Tier 1-3 level support including reproduction and documentation of system events.
✔️Onsite and Remote installation Worldwid
✔️Ability to diagnose, troubleshoot, and resolve issues by providing root cause analysis to the customer.
✔️Perform onsite customer training during initial installation and ongoing as required.
✔️Collaborate with customers to engineer effective solutions incorporating our product
✔️Collaborate with the Pre-Sales and Sales Team as needed to educate as well as getting customer needs/requirements.
✔️Monitor all assign cases for customer support and update all activities on company tracking system.
✔️Documents service and installation actions by completing forms, reports, logs, and records.


✔️3 to 5 years’ experience within working in IT or OT Infrastructures – Networking Fundamentals, Traffic capture and analysis, IT or OT Network Protocols, Security, Scripts, Batch files.
✔️Advance level – Windows and Linux environment mastering include OS installation, system modification and debug.
✔️3 to 5 years of experience as a Technical Support Engineer or similar role.
✔️Proven troubleshooting capabilities of software and hardware issues.
✔️Great customer interpersonal and communication skills.
✔️Availability for frequent traveling – approx. 30% of the time when applicable.
✔️Experience with multidisciplinary systems.


✔️High-level database management, installation, and troubleshooting: MSSQL, MySQL, Oracle, Postgres, Maria DB.
✔️Experience with OSI PI and OPC data systems installation and support.
✔️Familiarity with SCADA – high level.
✔️Presales background
✔️Knowledge of Industrial Control Systems (ICS).


✔️BS/MS degree in Computer Science, Engineering, or related field.


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