• Own and manage Support AI tools, including chatbots, agent copilots, knowledge retrieval systems, and workflow automation solutions. • Monitor AI performance, adoption, and effectiveness using defined KPIs and reporting. • Identify repetitive support workflows and develop AI-driven solutions to reduce manual effort and contact volume. • Partner with Support leadership to prioritize AI initiatives based on business impact and customer needs. • Create, test, and optimize prompts, workflows, and automation logic. • Analyze customer interactions to identify gaps in AI performance and opportunities for improvement. • Maintain AI knowledge sources, FAQs, and training data to ensure accurate responses. • Coordinate with Product and Engineering teams on AI integrations, enhancements, and bug fixes. • Develop documentation, training materials, and best practices for AI-enabled support processes. • Act as the primary point of contact for AI-related support questions and escalations.

Role Description - Provide remote technical support to select, validate, troubleshoot, commission, and integrate Festo electric automation systems. - Ensure delivery, quality, and customer satisfaction KPIs are consistently achieved. - Actively participate in technical trainings and maintain strong documentation practices to ensure up-to-date knowledge for yourself, the team, and customers. - Collaborate and maintain effective relationships across teams to share knowledge and experience. - Support continuous improvement initiatives aimed at enhancing the efficiency and effectiveness of support operations. Qualifications - B.E/M.E/M.Tech in Mechatronics or Electrical Engineering with 5+ years of industrial automation experience. - Festo product knowledge is a plus. - Strong PLC programming/troubleshooting skills across Mitsubishi, Omron, Siemens, and Rockwell with experience in Profinet, EtherCAT, and Ethernet/IP protocols. - Excellent English communication skills for multicultural environments, and a proactive, self-learning, can-do mindset.

• Assist customers and users by phone, chat, email, or support tools; • Diagnose and resolve issues related to hardware, software, networks, and systems; • Perform configuration, installation, and updates of systems and applications; • Support preventive and corrective maintenance of equipment and technology environments; • Monitor system performance and identify potential improvements or adjustments; • Document tickets, incidents, and technical procedures in the knowledge base; • Perform backup and data recovery processes when required; • Advise users on best practices for system use and information security; • Support deployment of new technologies and solutions with teams and clients; • Contribute to the continuous improvement of processes and technological infrastructure.

• Diagnose and resolve complex technical problems related to our software, integrations, and infrastructure. • Interface with customers in a professional and positive manner, providing clear explanations and solutions to both technical and non-technical users. • Work closely with Tier 1 and Tier 3 support teams, as well as other departments, to efficiently resolve escalated tickets. • Proactively look for trends in customer-reported issues to help identify potential bugs and opportunities for product enhancements. • Recreate customer issues in test environments to pinpoint root causes, and thoroughly document your findings, steps, and resolutions for our case history database. • Develop and maintain knowledge-base articles and internal training materials to empower both our team and our customers. You'll be a key contributor to our Knowledge-Centered Service (KCS) program. • Participate in an on-call rotation for after-hours support and be flexible with shifts to support our global operations. • Collaborate with your manager to define and track measurable goals (OKRs) that align with our team and company objectives.