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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer - **Company:** Cognex Corporation - **Location:** United States - **Experience:** Expert - **Salary:** $80,000.0 - $120,000.0 - **Contract:** Permanent contract - **Skills:** JavaScript (Programming Language), Computer Vision, C Sharp (Programming Language), C++ (Programming Language), Communications Protocols, Computer Programming, Software Debugging, DeviceNet, Ladder Logic, Modbus, Object-Oriented Software Development, Transmission Control Protocol (TCP), File Transfer Protocol (FTP), Deep Learning, Computer Equipment, Vba Programming Language, Process Control Systems, Programming Languages - **Published:** October 31, 2026 - **Apply:** https://startup.jobs/senior-customer-support-engineer-moritex-technologies-shenzhe-10636086 ## About the Role * Ability to guide customers in how to use Cognex products and explain the cause of more complex trouble in an easy-to-understand manner. * Understand when and how to react and maintain composure and professionalism when handling different types of customers. * Understand different types of communication and when to apply them. * Active listening skills and the ability to gain a full and accurate understanding of the customer point of view. * Strong ability to demonstrate empathy and establish a good customer relationship * Strong ability to de-escalate customer frustrations and maintain focus on the issue at hand. * Understand how to set realistic customer expectations and the ability to explain product capabilities to customers. * Specialized knowledge of image processing, analysis, and deep learning techniques. * Advanced knowledge of machine vision systems, optics, and lighting techniques for machine vision applications. * Expertise in all relevant Cognex products/ technology (DataMan barcode reading, In-Sight platforms, VisionPro, Deep Learning, etc.) * Advanced knowledge of networking and industrial communication protocols such as TCP, FTP, EIP, Devicenet, Profinet, SLMP, Modbus, etc. * Ability to replicate setups, reproduce complex issues, and resolve difficult problems efficiently. * Strong understanding when you need more information from the customer and how to ask questions to get appropriate information. * Advanced knowledge of factory automation process, industrial controls, industrial robotic controls, and a general knowledge of PLC ladder logic programming. * Deep understanding of software programming and debugging of both script-based and object-oriented applications. * Ability to read and interpret complex wire and engineering diagrams. * Advanced ability to read programming documentation. * Advanced knowledge of specific programming languages in use by Cognex (Javascript, C#, C++, VB) * Practical, hands-on knowledge of electronics, electrical circuits, hardware, and wiring. * Ability to discern when to escalate a case and what information is relevant to include when escalating to other departments. * Ability to prioritize, multitask and work under pressure * Strong note taking and organization skills and the ability to effectively hand-off cases. Minimum Requirements * Bachelor's or Master's Degree in technical field or equivalent work experience. * 4-6 years related experience in technical support in the electronics, robotics, manufacturing, automation, or IT industries. * Prior customer service experience preferred. * Ability to travel internationally as required. * English language proficiency (spoken and written) * Ability to speak on the phone for extended periods of time * Ability to use computer equipment or work in office environment * Strong attention to detail and communication skills and ability to work within a team ## Description Your primary responsibility as a Senior Technical Support Engineer will be to provide remote support of Cognex designed systems and solutions to system integrators or direct end user customers. This role has a high degree of customer interface and is expected to provide a high level of customer service and satisfaction. Typical Industry applications include: parcel and pallet conveyors, sorters, interfacing with in-motion scales, dimensioners, label printer/applicators, scanners and sensors and PLC controls software. Our TSE's are often the first call that our customers make when they need support. Our TSE's can solve technical issues remotely, exhibit a Customer First attitude, and Persevere until the job gets done correctly. TSE's are based in a Cognex Office in different locations globally., * Provide expert, front-line product technical support submitted through web or phone call by asking meaningful troubleshooting questions, providing clarification on customer questions, directing customer to useful resources, etc. * Maintain high customer satisfaction level through timely, attentive, and polite interactions * Maintain open communication and provide consistent case updates to customer. * Ensure appropriate equipment is in place to set up common use cases for troubleshooting. Reproduce reported issues and resolving or providing suitable workarounds. * Create, update, and close cases in CRM. * Maintain complete and coherent case notes, and ensure all relevant data is captured. * Develop and maintain technical bulletins and knowledge base articles for complex problems that are easy to understand for non-technical and technical audience both internal and external. * Interface and coordinate with global technical support group to facilitate troubleshooting and ensure timely resolution. * Utilize experience to create internal FAQs and share with the Technical Support Team. Reviews FAQs created by junior team members. * Escalate product issues to engineering and product marketing teams to solve certain topics and report product and manual bugs. * Respond timely to requests from engineering for additional information or troubleshooting on customer setup * Participate in required technical trainings to keep skills up to date with current technology, new products and industry standards or trends. May also deliver training to junior team members. * Drive continuous improvement of technical support processes based on employee and customer feedback.