Senior Customer Support Engineer (perm role)

ppCognex is the world’s leading provider of vision systems, software, sensors, and industrial barcode readers used in manufacturing automation. Cognex Vision helps companies improve product quality, eliminate production errors, lower manufacturing costs, and exceed consumer expectations for high quality products at an affordable price. Typical applications for machine vision include detecting defects, monitoring production lines, guiding assembly robots, and tracking, sorting and identifying parts. Cognex serves an international customer base from offices located throughout the Americas, Europe, and Asia, and through a global network of integration and distribution partners. The company is headquartered close to Boston in Natick, Massachusetts /ppAs a bSenior Customer Support Engineer, /b you will serve as a key point of contact and entry point for incoming customer requests, delivering expert remote technical support to English and Italian speaking Cognex customers across Europe. You will take ownership of complex and high-impact technical issues, driving resolution across teams and acting as a technical reference within a distributed team of engineers. You will play a critical role in ensuring customer success by understanding customer needs, leading effective resolution strategies, and maintaining a high level of customer satisfaction. Collaboration on effective resolutions and customer satisfaction is achieved via participation in our customer interaction recording platform. You will work with a diverse customer base, including end users, system integrators, and machine builders. This role requires a strong customer-first mindset, deep technical curiosity, and a proactive, solution-oriented approach to problem-solving, along with the ability to influence best practices and support continuous improvement within the team. /ppWe are looking for a Senior Customer Support Engineer in our Milan, Italy office working on a hybrid schedule - 3 days in the office and 2 remote. /ph3Key Responsibilities /h3ulliServe as the front-line technical escalation point for Cognex products, handling complex customer requests submitted via web and phone /liliLead the resolution of complex or high-impact technical issues, including cross-functional coordination with engineering and product teams /liliUnderstand customer environments, ask effective troubleshooting questions, assess severity, and define resolution strategies /liliTroubleshoot and reproduce advanced technical issues, identify root causes, and deliver robust solutions or workarounds /liliDrive end-to-end ownership of critical cases, ensuring timely resolution and a high level of customer satisfaction /liliMaintain clear and proactive communication with customers, providing regular updates and managing expectations /liliAccurately document and manage cases in the CRM system, ensuring high-quality and actionable records, including participation in recorded customer interactions in line with standard support practices. /liliIdentify unexpected product behaviors and elevate issues appropriately while contributing to long-term product improvement /liliAct as a technical reference for the team, providing guidance and support on complex troubleshooting scenarios /liliMentor and support junior engineers in both technical problem-solving and customer interaction /liliContribute to knowledge sharing by creating and reviewing knowledge base articles, FAQs, and technical documentation /liliIdentify recurring issues and drive root cause analysis to improve support processes and product quality /liliCollaborate with global support teams to ensure consistent, high-quality support across regions /liliStay up to date with Cognex technologies and contribute to continuous learning within the team /li /ulh3Core Skills (Required) /h3ulliStrong troubleshooting and analytical skills, with the ability to diagnose complex, multi-layered technical issues across hardware, software, and networking /liliFamiliarity with industrial and automation environments, including basic knowledge of PLCs, robotics, or manufacturing systems /liliUnderstanding of networking fundamentals and industrial communication protocols (e.g., TCP/IP, Ethernet/IP, Profinet, Modbus) /liliAbility to interpret technical documentation, system architectures, and wiring diagrams /liliAbility to reproduce issues and validate solutions in a structured and methodical manner /liliStrong capability to lead technical investigations and independently drive resolution of complex issues /liliClear and effective communication skills, with the ability to adapt to different customer profiles (technical and non-technical) /liliCustomer-first mindset with a structured, solution-oriented approach to problem-solving /liliAbility to quickly learn and apply new technologies, particularly in industrial vision systems /li /ulh3Nice to Have /h3ulliFamiliarity with machine vision fundamentals, including optics, lighting, and image acquisition principles /liliExperience with Cognex products and technologies (e.g., DataMan, In-Sight, VisionPro, Deep Learning) /liliExposure to image processing, computer vision, or deep learning applications /liliExperience leading complex troubleshooting scenarios in customer-facing environments /liliKnowledge of programming and software debugging (script-based or object-oriented environments) /liliFamiliarity with complex system integration (machine builders, system integrators, end-user environments) /liliExperience working in an international or multicultural environment /li /ulh3Qualifications /h3ulliBachelor’s or Master’s degree in Engineering, Computer Science, or a related technical field, or equivalent practical experience /lili5+ years of experience in a technical support or customer-facing engineering role within electronics, robotics, manufacturing, automation, or IT environments /liliProven experience handling complex technical issues and customer interactions in a professional environment /liliExperience mentoring or supporting junior engineers is a plus /liliProfessional proficiency in English and Italian (spoken and written) /liliAbility to thrive in a collaborative, international, and distributed team environment /liliStrong attention to detail and ability to manage tasks with accuracy and consistency /liliComfortable working in an office environment and using standard computer and communication tools, including extended phone interactions /liliWillingness and ability to travel internationally on an occasional basis (approximately 1–2 times per year) /li /ul /p #J-18808-Ljbffr