Overview

As a Senior Customer Support Engineer in Milan, you will be the frontline expert for Cognex products, delivering high-impact remote technical support to English and Italian-speaking customers across Europe. You will own complex issues, coordinate with cross-functional teams, and drive timely resolutions to ensure customer success. You will mentor junior engineers, share knowledge, and contribute to product improvements. This role blends deep technical problem-solving with a customer-first mindset in a global, collaborative setting.

Responsabilità

- Serve as front-line escalation point for Cognex products, handling complex requests
- Lead resolution of high-impact technical issues with cross-functional collaboration
- Understand customer environments, ask targeted troubleshooting questions, assess severity, define strategies
- Troubleshoot and reproduce advanced issues, identify root causes, implement solutions or workarounds
- Own critical cases end-to-end, ensure timely resolution and high customer satisfaction
- Maintain proactive communication with customers and manage expectations
- Document and manage cases in CRM with high-quality records, participate in recorded interactions
- Identify unexpected product behaviors and escalate for long-term improvements
- Act as technical reference, guiding the team on complex scenarios




- Mentor junior engineers in technical problem-solving and customer interaction
- Contribute to knowledge sharing via knowledge base, FAQs, and 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 updated with Cognex technologies and foster continuous learning

Requisiti fondamentali

- Strong troubleshooting and analytical skills across hardware, software, and networking
- Familiarity with industrial environments and basics of PLCs, robotics, manufacturing systems
- Understanding of networking fundamentals and industrial protocols (TCP/IP, Ethernet/IP, Profinet, Modbus)
- Ability to interpret technical docs, architectures, and wiring diagrams
- Ability to reproduce issues and validate solutions methodically
- Proven capability to lead investigations and independently resolve complex issues
- Clear, effective communication adaptable to technical and non-technical customers
- Customer-first mindset with solution-oriented problem-solving
- Ability to learn and apply new technologies in industrial vision systems
- Professional proficiency in English and Italian

- customer-centric
- clear communication
- team collaboration
- industrial vision systems
- hardware, software, and networking troubleshooting
- PLC, robotics knowledge

📌 Senior Customer Support Engineer (Milano)
🏢 Cognex
📍 Milano