Associate Product Support Engineer

Overview

B&R (ABB) is seeking an Associate Product Support Engineer to join the Product Support team. The Product Support Engineering team assists customers and internal teams with technical issues related to B&R's products. They bridge development teams and end-users, aiming for customer satisfaction through timely issue resolution, product knowledge sharing, and continuous product improvements. This role provides expert-level technical support to customers, partners, and internal teams, handling complex troubleshooting, analyzing problems, and collaborating with development teams to resolve technical challenges. It also contributes to improving product documentation and provides feedback for product enhancements to help end-users realize the full potential of B&R products and services.

The work model for the role is : Hybrid in Alpharetta, GA.

Your Role and Responsibilities

• Develop a deep understanding of the company's products to provide expert guidance and support.
• Manage customer queries via email, phone, or chat, ensuring issues are resolved promptly and professionally.
• Log and track interactions using tools such as Confluence and Jira.
• Provide advanced technical assistance to customers, including diagnosing, troubleshooting, and resolving hardware / software issues.
• Identify and analyze technical problems, escalate when necessary, and collaborate with other engineering teams to ensure resolution.
• Conduct post-issue analysis to identify root causes of recurring issues and suggest product improvements.
• Assist in testing new product features and updates to identify potential issues before release.
• Offer product training to customers, partners, and internal teams to ensure smooth product adoption.
• Collaborate with product management and development teams on quality issues by providing feedback on customer issues and suggestions for product improvement.
• Maintain and update knowledge base articles, user guides, and troubleshooting documentation to improve customer self-service.
• Provide documentation to customers as appropriate.
• Assist Sales with customer needs and product specifications. Participate in customer site visits as part of sales or support efforts; proactively identify and share sales opportunities.
• Design, build, and configure demonstration hardware.
• These responsibilities are not exhaustive and may evolve based on business needs.

Our Team Dynamics

B&R offers an opportunity to work for an international company with a strong reputation. You will be part of a dynamic team focused on supporting our sales teams. An intensive training program covers product knowledge, logistics processes, and sales support tools and resources.

Qualifications for the Role

What's in it for you?

We give you the space to lead, the support to grow, and the chance to make a difference. Your impact is real as you solve problems, build something new, and help others succeed. You'll be part of a team that values your voice and celebrates your progress.

Benefits

Competitive, comprehensive benefits crafted with you in mind.

More about us

B&R Industrial Automation is a leading developer and manufacturer of control systems for the industrial automation market. The North American subsidiary was founded in 1987 in Roswell, GA, and supports North American sales activities and engineering / technical expertise. B&R North America is supported by regional offices and a partner distribution network. B&R has over 4,000 employees worldwide across 70 countries. In June 2017, B&R was acquired by ABB, a worldwide technology leader based in Switzerland.

ABB is an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities. All qualified applicants will receive consideration for employment without regard to sex, marital status, citizenship, age, race and ethnicity, or other protected characteristics. For information regarding EEO rights, please visit the EEO website.

Resumes and applications will not be accepted via this page. For accommodations or questions, contact ABB HR.

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We value people from diverse backgrounds. Could this be your story? Apply today or visit www.abb.com to learn more about us and the impact of our solutions.

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