Technical Support Engineer — EMEA Focus

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Technical Support Engineer — US Based with EMEA Focus and Work Schedule

Technical Support Engineer — US Based with EMEA Focus and Work Schedule
Fully Remote
• Remote USA
• Technical Support

Description

Technical Support Engineer — US Based with EMEA Focus and Work Schedule

Smart Sights | Fully Remote | EMEA Schedule

Solve complex problems. Support critical operations. Build a career where your expertise makes a difference and Culture Matters!

When customers rely on software to keep their operations running, best in class support matters.

We’re looking for a technical problem solver who takes ownership, communicates clearly, and keeps digging until there’s a solution.

We’re hiring now and moving quickly. If you bring strong technical support experience, a track record supporting EMEA customers, and the drive to make an immediate impact, we want to hear from you.

Smart Sights provides industrial analytics, alarm notification, and automated reporting software to manufacturers and critical infrastructure providers around the world. Our solutions help customers reduce downtime, support compliance, and improve productivity through real-time insights and rapid response workflows.

Behind that software is a team that understands the stakes and has each other’s backs.

Fully remote is how we work at Smart Sights. We pair that flexibility with clear communication, accountability, and collaboration. Your expertise matters, your ideas have an audience, and your contributions have a visible impact.

As a Technical Support Engineer, you’ll help customers and partners troubleshoot issues, strengthen their technical knowledge, and get more value from Smart Sights solutions.

This role has a strong focus on supporting customers across Europe, alongside our global customer base. You’ll work directly with customers and collaborate with Product Management, Engineering, Channel Sales, and System Integrators to deliver practical solutions and trusted expertise.

You’ll have room to work independently, contribute ideas, and improve how we support our customers.

Requirements

• Direct experience supporting EMEA customers
  , including working across cultures and time zones.
• Strong troubleshooting and critical thinking skills. You know how to isolate a problem, test an explanation, and determine the next step.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to different audiences.
• Working knowledge of Windows Server and Windows desktop operating systems.
• Experience with network configurations and connectivity troubleshooting.
• Proficiency with Microsoft Excel.
• Strong organization, prioritization, and ticket management skills.
• The initiative and follow-through to work effectively in a fully remote environment.
• A bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
• Availability to work a schedule aligned with EMEA customer needs and travel internationally if required.

• Industrial automation or software experience with organizations such as GE, Rockwell Automation, Schneider Electric, Wonderware, ABB, or Siemens.
• Experience working with systems integrators or industrial distribution channels.
• SQL Server, IIS, and Windows Domain/Active Directory experience.
• Experience troubleshooting hardware that interacts with software.
• Familiarity with voice technologies, including VoIP.

• Own the customer experience - Manage support requests by phone, email, and Support Platforms during remote sessions, keeping tickets current and customers informed through resolution.
• Solve technical challenges - Troubleshoot software, Windows environments, network configurations,…