Experteer Overview As a Senior Customer Support Engineer in Milan, you will be the frontline escalation point for Cognex products, delivering expert remote technical support to English and Italian‐speaking customers across Europe. You will own complex issues, coordinating with engineering and product teams to drive resolution and ensure high customer satisfaction. You will mentor junior engineers, contribute to knowledge sharing, and continuously improve support processes. This role blends deep technical problem‐solving with strong customer engagement in a global, multi‐site team. Join Cognex to influence product quality and customer success at scale.
Retribuzione / Benefits Serve as front‐line escalation point for Cognex products, handling complex customer requests via web and phone
Lead resolution of high‐impact technical issues with cross‐functional coordination
Understand customer environments, ask effective troubleshooting questions, assess severity, define resolution strategies
Troubleshoot, reproduce issues, identify root causes, and deliver robust solutions or workarounds
Own critical cases end‐to‐end, ensuring timely resolution and high customer satisfaction
Maintain proactive communication with customers, managing expectations and updates
Document and manage cases in the CRM system with high‐quality records, including recorded interactions
Identify unexpected product behaviors and elevate while contributing to product improvement
Serve as technical reference for the team, guiding complex troubleshooting
Mentor and support junior engineers in problem‐solving and customer interactions
Contribute to knowledge base articles, FAQs, and technical documentation
Identify recurring issues and drive root cause analysis to improve support and product quality
Collaborate with global support teams to ensure consistent, high‐quality support
Stay up to date with Cognex technologies and promote continuous learning
Responsabilità Strong troubleshooting and analytical skills across hardware, software, and networking
Familiarity with industrial environments, PLCs, robotics, or manufacturing systems
Understanding of networking fundamentals and industrial protocols (TCP/IP, Ethernet/IP, Profinet, Modbus)
Ability to interpret technical docs, architectures, and wiring diagrams
Structured problem‐solving with ability to reproduce and validate solutions
Proven ability to lead technical investigations and resolve complex issues independently
Clear, adaptable communication for technical and non‐technical customers
Customer‐first mindset with a solution‐oriented approach
Quick learner for new technologies in industrial vision systems
Professional proficiency in English and Italian
Bachelor's or Master's degree in Engineering, Computer Science, or related field, or equivalent experience
Willingness to travel internationally occasionally (1–2 times per year)
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