Technical Support Engineer - North America
Job Description
Job Description
About TransLution™ Software
TransLution™ Software is a provider of configurable shop floor automation solutions designed to enhance operational efficiency in manufacturing and warehouse environments. Our established platform integrateswith enterprise resource planning (ERP) systems, delivering real-time data, improved operational visibility, and practical workflow automation tailored to diverse business needs.
Position Overview
We are seeking a skilled Technical Support Engineer to provide ongoing technical support and enhancement services for TransLution's manufacturing automation solutions across North America. This role combines technical problem-solving with client relationship management, serving as the primary technical contact for clients after initial implementation. The ideal candidate will have strong SQL skills, general ERP knowledge, and the ability to troubleshoot complex technical issues while maintaining excellent client relationships.
Primary Responsibilities
Technical Support & Maintenance
- Provide ongoing technical support to clients for TransLution™ solutions post-implementation
- Troubleshoot system issues, perform fault-finding, and resolve technical problems
- Monitor system performance and proactively address potential issues
- Maintain and update existing configured solutions based on client needs
Solution Enhancement & Modification
- Implement minor modifications and enhancements to existing configured solutions
- Develop SQL queries, reports, and database modifications for client-specific requirements
- Extend functionality of existing solutions within established parameters
- Test and validate changes before deployment to client environments
Implementation Support
- Provide remote technical backup during go-live activities
- Assist Senior Implementation Consultants with technical aspects of project delivery
- Support User Acceptance Testing (UAT) and technical validation processes
- Provide on-site support when complex technical issues require hands-on resolution
Client Relationship Management
- Serve as primary technical point of contact for assigned clients post-implementation
- Manage client expectations regarding technical capabilities and timelines
- Document client requests and coordinate with internal teams as needed
- Provide technical training and guidance to client users
Requirements
Required Qualifications
- Bachelor's degree in Computer Science, Information Systems, Engineering, or related technical field (or equivalent experience)
- 3-5 years of experience in technical support, software development, or ERP systems
- Advanced Microsoft SQL skills including complex queries, stored procedures, and database troubleshooting
- Solid understanding of ERP systems and manufacturing processes (work orders, inventory, production workflows)
- Experience with SQL Server-based ERP systems (e.g., Microsoft Dynamics 365/Business Central, SYSPRO, Sage, Epicor, Acumatica)
- Strong analytical and problem-solving abilities with attention to detail
- Excellent communication skills with ability to explain technical concepts to non-technical users
- Customer service orientation with experience managing client relationships
- Ability to work independently and manage multiple client requests simultaneously
- Willingness to travel occasionally (10-20%) for on-site support
Preferred Qualifications
- Manufacturing or industrial background with shop floor experience
- Experience with system integrations and API connections
- Previous technical support or customer success role experience
- Familiarity with manufacturing automation, MES systems, or warehouse management solutions
- Database administration or development experience
- Technical certifications related to SQL Server or ERP systems
What We Offer
- Opportunity to develop expertise in proven manufacturing automation technology
- Direct client interaction with long-term relationship building
- Balanced work environment with primarily remote support and occasional travel
- Professional growth within an established technology company
- Collaborative team environment with experienced technical specialists
Benefits
- Attractive salary with performance-based rewards
- Extensive benefits package
- Paid Time Off (Vacation, Sick Leave & Holidays)
- Opportunities for professional growth
- Contribute directly to client success