• Provide L1/L2 support for PAS-X MES across EU manufacturing sites • Act as first point of contact for MES incidents, alarms, and service requests • Perform incident triage, analysis, resolution, or escalation within agreed SLAs • Log, manage, and resolve incidents using Pulse • Coordinate with PAS-X vendor (L3) for product-level or complex issues • Support PAS-X releases, patches, and upgrades • Maintain complete, accurate, and auditable ticket records • Support shop-floor operations including EBR execution, weighing, dispensing, and packaging workflows • Support integration points with SAP and Historian related systems • Operate in compliance with GxP, data integrity, and validation requirements • Act as operational interface between manufacturing sites, IT, QA, and PAS-X vendor

• Design, develop, and maintain Salesforce Sales Cloud solutions using: • Custom objects, fields, record types, page layouts, and Lightning Experience • Flows (record-triggered, screen, scheduled), validation rules, approval processes • Apex (classes, triggers, batch, schedulable) and SOQL/SOSL as needed • Lightning Web Components (LWC) for custom UI and extensions • Support end-to-end Sales Cloud processes including Accounts & Contacts, Lead management and conversion, Opportunity lifecycle and forecasting • Proposal and pipeline management • Design, implement, and support bi-directional integration between Salesforce and enterprise systems. • Work with middleware and integration platforms (e.g., MuleSoft, Boomi, Informatica, Azure Integration Services, or equivalent). • Develop and maintain integrations using REST/SOAP APIs, platform events, and asynchronous processing. • Troubleshoot and resolve integration failures, performance issues, and data synchronization problems. • Lead and support data migration, conversion, and synchronization efforts. • Establish and enforce data quality standards, duplicate management, and governance controls. • Manage Salesforce administration activities including: • User provisioning, roles, profiles, permission sets, and sharing rules • Security model design aligned with business and compliance requirements • Monitor system health, performance, storage usage, and limits. • Support and configure Salesforce Einstein and Agentforce capabilities at a foundational level.

• Serve as the primary technical resource for Control4 customers, delivering expert-level support for installation, configuration, troubleshooting, and return processing needs. • Providing basic support for 80+ third-party brands with limited or no formal training. • Provide Tier-1 support for ADI and Snap One’s 20+ exclusive brands and solutions. • Manage and resolve complex technical issues spanning a diverse range of products, brands, and categories, including but not limited to: Audio/video distribution (analog, digital, IP), home theater systems, commercial audio (70V, DSPs, mixers), TVs and displays, digital signage, music streaming, surveillance and security systems, HVAC and lighting control, home automation, video conferencing, power management, structured wiring, custom mounts, and more. • Aid in the creation and maintenance of technical documentation, including detailed troubleshooting guides, configuration procedures, and knowledge base articles to support internal teams and external customers. • Process product returns efficiently while ensuring adherence to technical verification protocols. • Participate in beta testing of new products and solutions, providing actionable feedback to product teams. • Actively contribute to team training initiatives by sharing insights and techniques to enhance team performance.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Customer Success Engineer role is responsible for providing advanced technical support and consultation to our enterprise customers. In this customer-facing role, you will: - Handle complex technical challenges. - Provide architectural guidance. - Solve mission-critical problems with customer deployments and applications. - Work primarily through Zendesk tickets and participate in customer calls. - Serve as a technical resource for both customers and internal teams. - Provide support 24/7, requiring scheduled weekday and weekend shifts, as well as some holiday and evening availability. Qualifications - Background in full-stack development, enterprise support, or media technology. - Willingness to rapidly learn new technologies. - Curiosity and a drive to solve problems thoroughly. - Excellent written English communication skills. - Experience in an enterprise support environment is highly valued. Requirements - US-based position; candidates must be based in the United States and hold United States citizenship. - Excellent communication skills, especially in a distributed team environment. - Self-motivated work ethic. - Advanced troubleshooting abilities. - Experience in customer-facing roles in an enterprise support environment. Benefits - Salary range: $70,000-$150,000 USD. - Fully-remote company with an open vacation policy. - Consult the Benefits Page for a full list of benefits by country.