Support Engineer

Location: Hybrid remote in Brea, CA 92821

Salary: $60,000.00 - $85,000.00 per year

Apply for this position

Support Engineer Hybrid remote in Brea, CA 92821 $60,000.00 - $85,000.00 per year

Do you want to work with specialists who gained experience in companies like SpaceX, Tesla, or Airbus?

Are you looking for a workplace where your voice is heard?

Do you want to be a part of exciting projects with global organizations?

Andea specializes in delivering manufacturing technology services and solutions, from conducting technical assessments and providing strategic manufacturing systems to managing global MES rollouts. Our employees are process experts in production and logistics, quality management, and production data analysis. We have successfully delivered hundreds of global manufacturing system implementations in various industries, including: Automotive, Aerospace & Defense, Packaging, Medical Devices, FMCG, and Industrial Machinery & Equipment. 

We are seeking a L2 Support Engineer to provide exceptional technical support for on premise Manufacturo manufacturing platform deployments. In this role, you will act as a first and second level of support in ensuring our customers' success by diagnosing and resolving technical issues, supporting production environments, gathering key users requirements and developing solution enhancements, and collaborating with internal teams to deliver solutions. This is an ideal opportunity for a motivated problem-solver with strong technical acumen and a passion for customer success.

Key Responsibilities

Customer Solution Management: Configure, implement, and manage customer solutions on the Manufacturo platform, ensuring seamless integration and performance.
Technical Support: Provide exceptional technical support to customers, addressing and resolving issues across production environments promptly and professionally.
Incident Diagnosis and Resolution: Investigate, troubleshoot, and resolve technical problems, minimizing downtime and operational disruptions.
Collaboration: Work closely with implementation teams to escalate and resolve complex issues, submitting code changes when necessary.
Monitoring and Analysis: Utilize tools like Grafana to monitor system health and proactively address performance concerns.
Process Improvement: Document troubleshooting steps, create knowledge bases, and continuously improve support processes for efficiency and scalability.
Training and Guidance: Provide training and best practices to customers, ensuring they maximize value from Manufacturo platform and solution built on top of it.

Required Skills & Experience:

Customer Success Focus: Passion for delivering exceptional service and building positive relationships.
Technical Expertise: Experience troubleshooting software systems.
Problem Solving: Strong analytical and investigative skills with the ability to diagnose technical issues effectively.

Technical Tools:

Monitoring tools: Grafana (or equivalent).
Service management tools: Jira Service Management, YouTrack, ServiceNow or similar platforms.
Programming Knowledge: Familiarity with the following technologies is a plus:
- Angular/JavaScript o C#/.NET
- MSSQL
Education: Bachelor's degree in Computer Science, Information Systems, or equivalent experience.

Preferred Skills:

Experience supporting or implementing manufacturing systems.
Knowledge of on premise system deployments, and microservices.
Experience debugging applications and deploying fixes.

What we offer

Schedule and Work Environment

Schedule: Monday - Friday, 8-hour shifts
On-Call Support: Possibility to work on paid On-Call shifts
Location: Hybrid remote in Brea, CA 92821  
401(k) Matching
Health, Dental, and Vision Insurance
Paid Time Off
Gym Membership Reimbursement: Up to $40/month ($480/year)
Company Cell Phone or Reimbursement: Up to $75/month ($900/year)
Referral Program
Collaborative and Innovative Work Environment

Recruitment process

Step 1

You apply for this position online.

Step 2

After our HR department reviews your application, they schedule a 30-minute online conversation to get to know you better.

Step 3

You are invited for a final interview with the department manager that lasts around 1 h.

Step 4

You are offered the position.

Step 5

Your first day as Junior IT Support is in Andea.

* The entire recruitment process takes no longer than two weeks in total.

Grow with us

You'll begin your journey with Andea with an onboarding process designed to bring you into the IT day-to-day tasks.
You will be encouraged to proactively seek learning opportunities relevant to your daily work, and we'll cover the associated costs.
We're also big on internal knowledge sharing. We support and encourage our employees to gather more experience and climb the career ladder at the speed and direction right for them.

Any questions?

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