Customer Support Engineer

📍 Job Overview

• Job Title: Customer Support Engineer
• Company: Cogeco Ontario
• Location: Girona, Catalonia, Spain
• Job Type: Full-Time
• Category: Technical Support & Customer Service
• Date Posted: June 11, 2025

🚀 Role Summary

• Provide first-line technical support for Cognex products and industrial protocols.
• Diagnose and resolve customer issues while maintaining detailed case documentation.
• Collaborate with global support teams and escalate issues to engineering when needed.
• Participate in continuous training on new technologies and products.

📝 Enhancement Note: This role requires a strong technical background in machine vision, image processing, and industrial automation to effectively support Cognex's diverse product portfolio.

💻 Primary Responsibilities

• Technical Support: Provide first-line technical support via phone, web, and remote tools for Cognex products and industrial protocols.
• Issue Diagnosis: Diagnose and resolve customer issues involving Cognex products, industrial protocols, and automation components.
• Case Management: Maintain detailed case documentation in CRM and ensure timely updates to customers.
• Technical Documentation: Create and maintain technical documentation, FAQs, and knowledge base articles.
• Collaboration: Collaborate with global support teams and escalate issues to engineering when needed.
• Training: Participate in continuous training on new technologies and products.

📝 Enhancement Note: This role requires strong problem-solving skills and the ability to work under pressure, as customers may be experiencing critical production issues.

🎓 Skills & Qualifications

Education: Bachelor’s or Master’s degree in Engineering, Computer Science, or a related technical field.

Experience: 2-4 years of experience in technical support, preferably in automation, robotics, or IT.

Required Skills:

• Strong understanding of machine vision, image processing, and optics.
• Experience with industrial automation systems, including PLC ladder logic and robotic control.
• Ability to read and interpret electrical schematics, wiring diagrams, and technical documentation.
• Programming knowledge in JavaScript, C#, C++, VB; ability to debug script-based and object-oriented code.
• Familiarity with networking concepts and remote diagnostic tools.
• Ability to replicate customer environments and simulate real-world issues.

Preferred Skills:

• Familiarity with Cognex products and industrial protocols.
• Experience with CRM systems and case management.
• Knowledge of multiple languages (Spanish, English, German).

📝 Enhancement Note: While not explicitly mentioned, having experience with Cognex products or similar machine vision systems would be highly beneficial for this role.

📊 Web Portfolio & Project Requirements

• Portfolio Essentials: Not applicable for this role, as it focuses on technical support rather than web development or software engineering.
• Technical Documentation: Prepare a document showcasing your technical skills, problem-solving approach, and relevant experience with machine vision, industrial automation, and programming.

💵 Compensation & Benefits

Salary Range: €28,000 - €35,000 per year (based on regional market research for technical support roles in Girona, Catalonia, Spain).

Benefits: Not specified in the job listing.

Working Hours: 40 hours per week, with potential international travel requirements.

📝 Enhancement Note: The salary range is an estimate based on regional market research for technical support roles. Benefits should be verified directly with the hiring organization.

🎯 Team & Company Context

🏢 Company Culture

Industry: Cogeco Ontario is a telecommunications company, but this role focuses on supporting Cognex products, which are machine vision and industrial automation solutions.

Company Size: Not specified; however, Cogeco Ontario is part of the larger Cogeco Inc. group, which has over 10,000 employees.

Founded: Cogeco Inc. was founded in 1957, with Cogeco Ontario established in 1993.

Team Structure: The team structure for this role is not specified, but it likely involves collaboration with global support teams and engineering departments.

Development Methodology: Not specified; however, the role requires strong problem-solving skills and the ability to work under pressure, suggesting an agile and customer-focused approach.

Company Website: Cogeco Ontario

📝 Enhancement Note: While Cogeco Ontario is a telecommunications company, this role focuses on supporting Cognex products, which are machine vision and industrial automation solutions. The team structure and development methodology are likely influenced by the technical support and engineering departments.

📈 Career & Growth Analysis

Web Technology Career Level: This role is not focused on web technology; however, it requires strong technical skills and problem-solving abilities, which can lead to career growth in technical support or related fields.

Reporting Structure: Not specified; however, the role involves collaborating with global support teams and escalating issues to engineering, suggesting a structured team hierarchy.

Technical Impact: The role has a significant technical impact, as it directly supports customers experiencing issues with Cognex products and industrial protocols.

Growth Opportunities:

• Develop expertise in Cognex products and industrial protocols.
• Gain experience in global team collaboration and case management.
• Advance to senior technical support roles or transition to engineering or product management.

📝 Enhancement Note: While this role is not focused on web technology, it offers growth opportunities in technical support and related fields, as well as the chance to develop expertise in Cognex products and industrial protocols.

🌐 Work Environment

Office Type: On-site; however, the role may require international travel.

Office Location(s): Girona, Catalonia, Spain

Workspace Context: Not specified; however, the role requires a lab environment for reproducing customer issues and maintaining technical documentation.

Work Schedule: 40 hours per week, with potential international travel requirements.

📝 Enhancement Note: The work environment for this role is primarily on-site, with a focus on lab work and technical documentation. The work schedule may include international travel to support customers.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screening to assess communication skills and technical background.
2. Technical assessment, focusing on problem-solving skills and knowledge of machine vision, industrial automation, and programming.
3. Case study or role-play exercise to evaluate issue diagnosis and resolution skills.
4. Final interview with the hiring manager to discuss fit and expectations.

Portfolio Review Tips: Not applicable for this role, as it focuses on technical support rather than web development or software engineering.

Technical Challenge Preparation:

1. Brush up on machine vision, image processing, and industrial automation concepts.
2. Review Cognex products and industrial protocols, if possible.
3. Practice problem-solving exercises and case studies to prepare for the technical assessment.

ATS Keywords: Technical Support, Machine Vision, Image Processing, Optics, Industrial Automation, PLC Ladder Logic, Robotic Control, Electrical Schematics, Wiring Diagrams, Programming, JavaScript, C#, C++, VB, Networking Concepts, Remote Diagnostic Tools

📝 Enhancement Note: The interview process for this role focuses on assessing technical skills and problem-solving abilities, with a strong emphasis on machine vision, industrial automation, and programming.

🛠 Technology Stack & Web Infrastructure

Technology Stack: Not applicable for this role, as it focuses on technical support rather than web development or software engineering.

Web Infrastructure: Not applicable for this role, as it focuses on technical support rather than web infrastructure.

📝 Enhancement Note: This role is not focused on web technology, web development, or web infrastructure. The technology stack and web infrastructure are not relevant to this role.

👥 Team Culture & Values

Web Development Values: Not applicable for this role, as it focuses on technical support rather than web development.

Collaboration Style: The role requires collaboration with global support teams and engineering departments, suggesting a team-focused and customer-centric approach.

📝 Enhancement Note: This role is not focused on web development; however, it requires strong collaboration skills and a customer-centric approach to support Cognex products and industrial protocols.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Diagnosing and resolving complex customer issues involving Cognex products and industrial protocols.
• Working under pressure to meet customer expectations and minimize downtime.
• Keeping up-to-date with new technologies and products, as well as evolving customer needs.

Learning & Development Opportunities:

• Developing expertise in Cognex products and industrial protocols.
• Gaining experience in global team collaboration and case management.
• Advancing to senior technical support roles or transitioning to engineering or product management.

📝 Enhancement Note: This role presents technical challenges and learning opportunities focused on machine vision, image processing, and industrial automation, as well as global team collaboration and case management.

💡 Interview Preparation

Technical Questions:

1. Describe your experience with machine vision, image processing, and industrial automation.
2. Walk us through a complex technical support case you've handled, explaining your diagnostic process and resolution.
3. How do you approach learning new technologies and products?
4. Can you explain the difference between Cognex's DataMan barcode readers and In-Sight vision systems?

Company & Culture Questions:

1. Why are you interested in this technical support role at Cogeco Ontario?
2. How do you handle working under pressure and meeting tight deadlines?
3. Can you describe a time when you had to collaborate with a global team to resolve a customer issue?

Portfolio Presentation Strategy: Not applicable for this role, as it focuses on technical support rather than web development or software engineering.

📝 Enhancement Note: Interview preparation for this role should focus on technical skills and problem-solving abilities, with a strong emphasis on machine vision, image processing, and industrial automation. Company and culture questions should assess communication skills, teamwork, and adaptability.

📌 Application Steps

To apply for this Customer Support Engineer position:

1. Submit your application through the Cogeco Ontario careers page.
2. Prepare a document showcasing your technical skills, problem-solving approach, and relevant experience with machine vision, industrial automation, and programming.
3. Practice problem-solving exercises and case studies to prepare for the technical assessment.
4. Research Cogeco Ontario and Cognex products to demonstrate your interest and understanding of the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.