Helping industries outrun with our leading technologies in electrification and automation. go.abb/outrun
Technical Support Specialist
Location
Ohio
Posted
9 days ago
Salary
$83.3K - $133.3K / year
Seniority
Mid Level
Job Description
Technical Support Specialist
ABB
• Provide 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. • Manage multiple customer issues with responsive follow-up and confirmation of closure. • Conduct service work within the USA (travel expected to be less than 10% of the time).
Job Requirements
- Bachelor's degree in chemical, computer, or electrical engineering, or technical degree from an accredited university.
- 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) at an 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
- Health, Life & Disability insurance
- Choice between two medical plan options: A PPO plan called the Copay Plan OR a High Deductible Health 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
- Retirement 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.
Related Guides
Related Categories
Related Job Pages
More Support Engineer Jobs
• Develop automations for the Support/Operations team • Ensure uptime of support servers by keeping the team's critical automations running • Identify operational gaps and resolve them with automations • Represent the Support team in technical projects with other departments • Support the implementation of AI, bots and automations in support operations • Create reports for internal stakeholders
• Develop automations for the Support/Operations team • Ensure uptime of support servers, maintaining the area’s critical automations • Identify operational gaps and resolve them with automations • Represent the Support team in technical projects with other departments • Support the implementation of AI, bots and automations in customer service • Create reports for internal clients
Technical Support Representative – Tier I
UniguestConnected content, deployed everywhere, engaged audiences.
• Deliver friendly, professional technical support via phone and remote tools. • Troubleshoot Windows PCs, networking issues, and Uniguest software. • Diagnose technical problems and guide customers to successful resolutions. • Collaborate with teammates to resolve complex issues and share knowledge. • Create a positive customer experience with every interaction.
• Lead the investigation and resolution of complex technical issues escalated from Tier 1 and Tier 2 support teams. • Act as the primary technical owner for high-priority customer escalations, coordinating efforts across Engineering, Product, Infrastructure, and third-party partners. • Perform advanced troubleshooting using logs, network traces, APIs, databases, and platform diagnostics to identify root causes. • Handle advanced cloud telephony and VoIP troubleshooting, including SIP, WebRTC, PSTN, BYOC, SBC, call routing, call quality, connectivity, IVRs, DTMF, transfers, and call recording. • Analyze SIP call flows, signaling, media paths, and carrier traces to isolate failures across customer networks, cloud infrastructure, and telecommunications providers. • Partner with carriers and service providers to troubleshoot routing issues, number provisioning, CNAM, STIR/SHAKEN, SIP trunking, toll-free services, DID management, and voice network performance. • Utilize network diagnostic tools such as Homer, HAR captures, PCAPs, traceroutes, and browser diagnostics to troubleshoot real-time communications. • Collaborate with Engineering to validate defects, reproduce issues, prioritize fixes, and communicate technical findings. • Provide technical leadership during customer meetings, incident bridges, and post-incident reviews. • Mentor and coach Technical Support Engineers by providing guidance, knowledge sharing, and case reviews. • Identify trends across support cases and recommend improvements to product stability, tooling, and operational processes. • Create and maintain technical documentation, troubleshooting guides, runbooks, and knowledge base articles. • Drive continuous improvement initiatives that increase support efficiency and reduce customer impact. • Partner with Customer Success, Sales, Professional Services, and Product Management to address customer-impacting technical challenges. • Support major incidents through technical coordination, stakeholder communication, and post-incident analysis. • Contribute to onboarding, technical training, and development of new support engineers.
