Industrial Software Support Engineer

A leading global technology provider is seeking a remote Industrial Software Support Engineer. This role offers full training on industry-leading data

PARC software, enabling you to provide technical support, lead projects, and deliver exceptional customer service. You'll work in a collaborative, flexible environment with opportunities to build deep technical expertise while supporting clients worldwide. Join a company that values innovation, reliability, fairness, and sustainability.

What You'll Do

• Serve as the primary contact for technical support cases, engaging directly with customers, vendors, and resellers via phone and email to deliver prompt and professional service.
• Take complete ownership of assigned cases by managing all troubleshooting activities and guiding customers through information gathering for effective resolution.
• Resolve advanced technical issues related to data

PARC software primarily on Microsoft operating system platforms, ensuring high standards of service.

• Coordinate efficiently across internal teams to address complex cases while maintaining excellent communication and documentation throughout the process.
• Lead technical projects such as server migrations and version rollouts by identifying infrastructure requirements, coordinating with customer teams, and independently performing application-side tasks from initiation to completion.
• Develop proficiency in SQL Server Administration, T-SQL scripting, and VBA scripting as needed to support ongoing case management and project delivery.
• Create detailed documentation for solutions to technical issues, ensuring clear communication of resolutions for both customers and internal stakeholders.
• Contribute actively to product testing and improvement by simulating customer environments, reporting bugs, assisting with updates, and providing feedback for continuous enhancement.
• Provide training sessions to customers on product functionality and customisation so they can maximise their use of the software.
• Maintain accurate time tracking for project management and billing purposes while mentoring junior team members through example-setting in technical expertise and customer service.

What You Bring

• Minimum of 5 years’ experience in a technical support role with proven ability to independently resolve complex cases through hands-on troubleshooting skills.
• Advanced proficiency in performance analysis, network diagnostics, and software troubleshooting specifically within Windows Client and Microsoft Server OS environments.
• Familiarity with Active Directory management, Group Policy configuration, and TCP/IP networking principles essential for supporting enterprise-level clients.
• Exemplary patience, empathy, and clear communication skills especially when dealing with high-stress or high-priority situations involving diverse stakeholders.
• Strong organisational abilities demonstrated through meticulous documentation practices and detail-oriented case follow-through.
• Excellent customer service approach that balances technical expertise with a collaborative attitude towards both internal teams and external clients.
• Proficiency in SQL Server Administration and T-SQL scripting or strong willingness to quickly develop these skills through structured learning opportunities provided by the company.
• Ability to communicate effectively with both technical users (IT professionals or engineers) as well as non-technical users (operators or plant personnel) within industrial settings.
• Bachelor’s Degree preferred (ideally Computer Science), though equivalent practical experience is valued equally if accompanied by relevant skills.
• Experience working with Time Series Historians (such as data

PARC, AVEVA PI, Aspen IP.21 or Honeywell) is advantageous but not mandatory; familiarity with industrial or operational technology environments like manufacturing or utilities is also beneficial.

What Sets This Company Apart

This global technology leader is committed to innovation, reliability, fairness, and sustainability. Offering a fully remote setup, comprehensive training on data

PARC software, and a collaborative, supportive culture, the company provides opportunities to develop technical expertise while working with global teams. Flexible scheduling, transparent performance measures, and a strong focus on employee growth make it an excellent environment for long-term career development.

What's Next

If you’re ready to take ownership of challenging cases while growing your technical expertise within a supportive remote team—this is your moment!

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.