Job Description About us- Cognex is the largest, most successful and recognized general player in industrial machine vision!
We are a financially strong, international company with no debt and have been in business for over 40 years.Using advanced optics, image sensors and artificial intelligence software Cognex vision and ID systems capture an image then analyze it to make sense of what's being seen.We are deeply committed to fostering an inclusive and equitable work environment, guided by our "Work Hard, Play Hard, Move Fast" culture, which celebrated employee innovation, determination, and dedication in a dynamic, fun, and distinctive atmosphere.The primary responsibility as a Customer Support Engineer will be to provide remote support of Cognex designed systems and solutions to system integrators or direct end user customers.This role has a high degree of customer interface and is expected to provide a high level of customer service and satisfaction.Typical industry applications include: parcel and pallet conveyors, sorters, interfacing with in-motion scales, dimensioners, label printer/applicators, scanners and sensors and PLC controls software.Our CSEs are often the first call that our customers make when they need support.Our CSEs are relied upon to solve technical issues, exhibit a Customer-First attitude, and persevere until the customer inquiry is resolved.The role will be based in our Guadalajara, Mexico office working on a hybrid schedule - 3 days in the office and 2 remote.Essential FunctionsProvide technical, professional, front-line customer support by asking meaningful troubleshooting questions, providing clarification on customer questions, directing customer to useful resources, etc.Maintain high customer satisfaction level through timely, attentive, and courteous interactionsMaintain open communication and provide consistent case updates to customerEnsure appropriate equipment is in place to set up common use cases for troubleshooting, reproducing reported issues and resolving or providing suitable workaroundsCreate, update, and close cases in Salesforce CRMMaintain complete and coherent case notes,



and ensure all relevant data is capturedDevelop and maintain technical bulletins and knowledge base articles for complex problems that are easy to understand for non-technical and technical audience both internal and externalInterface and coordinate with global technical support group to facilitate troubleshooting and ensure timely resolutionUtilise experience to create internal FAQs and share with the Customer Support Team.Escalate product issues to next level support team to solve certain topics and report product and manual bugsRespond in a timely manner to requests from engineering for additional information or troubleshooting on customer setupParticipate in required technical trainings to keep skills up to date with current technology, new products and industry standards or trendsDrive continuous improvement of technical support processes based on employee and customer feedbackKnowledge, Skills & AbilitiesAbility to guide customers in how to use Cognex products and explain the cause of more complex trouble in an easy-to-understand mannerUnderstand when and how to react and maintain composure and professionalism when handling different types of customersUnderstand different types of communication and when to apply themActive listening skills and the ability to gain a full and accurate understanding of the customer point of viewStrong ability to demonstrate empathy and establish a good customer relationshipStrong ability to de-escalate customer frustrations and maintain focus on the issue at handUnderstand how to set realistic customer expectations and the ability to explain product capabilities to customersSpecialized knowledge of image processing, analysis, and deep learning techniques.Knowledge of machine vision systems, optics, and lighting techniques for machine vision applications.Expertise in all relevant Cognex products/ technology (DataMan barcode reading, In-Sight platforms, VisionPro, Deep Learning, etc.)Knowledge of networking and industrial communication protocols such as TCP, FTP, EIP, Devicenet, Profinet, SLMP, Modbus, etc.Ability to replicate setups, reproduce complex issues,



and resolve difficult problems efficientlyStrong understanding when you need more information from the customer and how to ask questions to get appropriate informationKnowledge of factory automation process, industrial controls, industrial robotic controls, and a general knowledge of PLC ladder logic programmingUnderstanding of software programming and debugging of both script-based and object-oriented applicationsAbility to read and interpret complex wire and engineering diagramsAbility to read programming documentationKnowledge of specific programming languages in use by Cognex (Javascript, C#, C++, VB)Practical, hands-on knowledge of electronics, electrical circuits, hardware, and wiringAbility to discern when to elevate a case and what information is relevant to include when escalating to other departments or higher levels of supportAbility to prioritize, multTask and work under pressureStrong note taking and organization skills and the ability to effectively hand-off cases or phone calls.Minimum RequirementsBachelor's or Master's Degree in technical field or equivalent work experience1-4 years related experience in technical support, or similarly technical and customer-facing capacity, in the electronics, robotics, manufacturing, automation, or IT industriesPrior customer service experience preferredAbility to travel internationally as requiredEnglish and Spanish language proficiency (spoken and written)Ability to speak on the phone for extended periods of timeAbility to use computer equipment or work in office environmentStrong attention to detail and communication skills and ability to work within a teamAdditional Job DescriptionWE MAKE COMPUTERS THAT CAN SEE Cognex is the largest, most successful and most recognized global player in industrial machine vision.Using advanced optics, image sensors, and artificial intelligence software Cognex vision and ID systems capture an image, then analyze it to make sense of what's being seen.Companies use Cognex vision and ID in their manufacturing processes to improve product quality, guide assembly robots, and track items through each stage of production and distribution.Cognex is focused entirely on solving the toughest problems in industrial machine vision and ID, and we have sold more solutions in these areas than any other company in the world.More than a billion products are made each day using Cognex vision.The only thing smarter than our vision and ID systems are the people that stand behind them.One of them could be you!
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📌 Customer Support Engineer (Jalisco)
🏢 Cognex
📍 Jalisco