• Responsible for system uptime and integrity of customer systems - must be capable of building and architecting systems to maintain uptime • Documenting technical designs and creating training materials and documentation • Monitoring daily operations, including server hardware, software, and operating systems • Managing installations, upgrades, and maintenance of deployments of Linux, virtual environments such as proxmox as well as containerized environments such as docker • Work closely with dev-ops to implement and scale-up automation of core tasks • Ensuring protection of data assets by maintaining strict security policies and guidelines • Testing, troubleshooting, and modifying information systems so that they operate effectively • Work alongside TechOps, IT staff, IT Security and System Administrators

• Deploy and integrate the product into complex enterprise environments • Work directly with customers post-sale to ensure technical success • Solve hard technical problems across AI agents, MCP integrations, and security tooling • Serve as the technical bridge between customers and the engineering team • Help shape the forward-deployed / solutions engineering function as an early hire

• Performs IT functions such as analysis, evaluation, testing, debugging and implementation of applications programs. • Analyzes operating systems, database, or utilities software. • Plans, conducts, and directs the analysis of business problems with systems solutions. • Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, and debugging computer systems. • Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. • Experience with Networking, Active Directory, SQL Server, Esri ArcGIS Pro. • Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. • Involved in customer installation and training. • Provides support to customer/users where the product is highly technical or sophisticated in nature. • Creates tests, tools, and diagnostic procedures for use by product support personnel. • May quality check technical product documentation. • Ability to use scripting toolsets. • Familiarity with HTTP, REST, FTP, SFTP etc. • Ability to test APIs using tools such as PostMan. • Experience with SCRUM/Agile methodologies. • Enjoys 'breaking' systems in the lab and then fixing them. • Takes help desk tickets and reproduces in the lab. • Expert at researching issues and correlating them to the problems being reported to find resolution. This is regarding security vulnerabilities being reported, stack traces found in the Windows Event Log, correlating other third party software issues to how they could impact our software. • Ability to find workarounds for something that isn't immediately fixable.

Role Description This position reports to: Technical Support Manager In this role, you will be responsible for providing remote technical support as well as site support when required. Utilize problem-solving, written, and verbal communication skills to support customer issues. Provide technical responsiveness to customer calls, rapid investigation, and dedicated pursuit of solutions. The Technical Support Specialist will simultaneously manage multiple customer issues with responsive follow-up and confirmation of closure. A Technical Support Specialist will be expected, on occasion, to conduct service work within the USA. Travel is expected to be less than 10% of the time. The work model for the role is: Remote This role is contributing to the Automation division in the US. You will be mainly accountable for: - Utilize skills to respond, report, resolve and provide remote support for ABB software and hardware related problems - Actively listen to customers describe their technical concerns and guide them through the steps to resolve the issue. - Maintain up-to-date documentation on customer case information, including current status and resolution, in a CRM system (currently Salesforce.com). - Collaborate with resources to resolve complex technical issues while promoting and maintaining good customer relations. Qualifications - Bachelor's degree in chemical, computer, or electrical engineering, or technical degree from an accredited university. Alternatively, a special combination of education and experience and/or demonstrated accomplishments. - 2+ years’ experience with Computer Server/Client, Networking setup and domains, plus Virtual Machine use - 2+ years’ experience on MS Windows Client and Server Operating Systems - 2+ years’ experience as proficient user of Office365, Outlook, SharePoint, Azure cloud and internet browsers - Experience with Infi90, Symphony, Symphony Plus, ABB 800xA, AC800M (Control Builder); with a high level of proficiency (Expert Level) within one of the aforementioned products. - Good communication skills – written and verbal [English] - Troubleshooting skills and Root cause analysis methodology essential - Basic Industry knowledge of Power Generation & Transmission, Pulp & Paper, Metals & Mining, Oil & Gas, and Utilities & Water - Familiarity with Business ERP (SAP preferred) and Service CRM (salesforce dot com preferred) Benefits - Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health Plan (with a Health Savings Account) called the High Deductible Plan. - Choice between two dental plan options: Core and Core Plus - Vision benefit - Company paid life insurance (2X base pay) - Company paid AD&D (1X base pay) - Voluntary life and AD&D – 100% employee paid up to maximums - Short Term Disability – up to 26 weeks – Company paid - Long Term Disability – 60% of pay – Company paid. Ability to “buy-up” to 66 2/3% of pay. - Supplemental benefits – 100% employee paid (Accident insurance, hospital indemnity, critical illness, pet insurance) - Parental Leave – up to 6 weeks - Employee Assistance Program - Health Advocate support resources for mental/behavioral health, general health navigation and virtual health, and infertility/adoption - Employee discount program - 401k Savings Plan with Company Contributions - Employee Stock Acquisition Plan (ESAP) - ABB provides 11 paid holidays. Salaried exempt positions are provided vacation under a permissive time away policy.