Sr Tech Support Professional - Matrikon

Bracknell Source: WhatJobs

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Overview

In this role you will provide advanced technical support for Matrikon products within Honeywell’s Connected Industrial portfolio. You will work closely with cross-functional teams to resolve complex installation, configuration, and interoperability issues, driving reliable data connectivity in industrial environments. You’ll analyze root causes, document solutions, and mentor junior engineers while embracing AI-enabled improvements to support efficiency. This is a hands-on, customer-focused position at the Bracknell site that shapes how clients deploy OPC/industrial data solutions at scale.

Pay / Benefits

opportunities for professional development
dynamic and inclusive work environment
culture that fosters inclusion, diversity, and innovation
experienced leaders to support your professional development

Responsibilities

Investigate un-invoiced shipments and identify sales orders needing urgent shipping actions
Provide L2/L3 technical support for Matrikon products, addressing issues related to installation, configuration, connectivity, security, and performance
Troubleshoot and resolve issues with OPC DA, A&E, HDA, OPC UA, and related data integration tools in industrial environments, using Matrikon's support resources
Analyze logs, configuration files, and customer environments to determine root causes and recommend corrective actions, ensuring efficient problem resolution
Manage customer interactions through ticketing systems, email, and phone support, ensuring timely case acknowledgment, updates, and closures
Collaborate with engineering teams to replicate customer issues in a lab environment, and assist in product installations, migrations, and system configurations
Mentor junior engineers, create knowledge base articles, and work cross-functionally to enhance customer outcomes and integrate AI tools to improve support efficiency

Key requirements

Bachelor’s degree in Computer Science, Electronics, Instrumentation, Electrical Engineering, Industrial Automation, or a related field, with 6+ years of relevant technical support experience
Strong expertise in OPC Classic (DA/AE/HDA) and OPC UA, industrial communication concepts, Windows-based software troubleshooting, and network troubleshooting (TCP/IP, ports, firewall, etc.)
Experience with industrial connectivity and products, including data historians, SCADA, HMI, DCS, and PLC ecosystems, such as Honeywell PHD and Emerson Delta V
Excellent written and verbal communication skills, with proven ability to handle escalations and manage customer expectations effectively
Familiarity with industrial automation systems, integration protocols (e.g., Modbus, MQTT), and experience with virtualized system deployments in industrial settings
Knowledge of CRM/case management systems, incident management practices, and the ability to create customer-facing documentation from product manuals and release notes