CO
CognexCustomer Support Engineer
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Before you apply
LocationGuadalajara, Mexico
Work modehybrid
Typefull-time
SeniorityMid
Experience2–4 yrs
Company size1,001–5,000 people
PostedOct 7, 2026 · 1mo ago
Verified live4d ago
At a glanceSummarised by Seekless from the posting.
Bachelor’s or Master’s Degree in technical field or equivalent work experience
2-4 years related experience in technical support in the electronics, robotics, manufacturing, automation, or IT industries
English language proficiency (spoken and written)
Strong attention to detail and communication skills and ability to work within a team
Ability to guide customers in how to use Cognex products and explain the cause of trouble in an easy-to-understand manner
Understand when and how to react and maintain composure and professionalism when handling different types of customers
Understand different types of communication and when to apply them
Active listening skills and the ability to gain a full and accurate understanding of the customer point of view
Ability to demonstrate empathy and establish a good customer relationship
Ability to de-escalate customer frustrations and maintain focus on the issue at hand
Understand how to set realistic customer expectations
General knowledge of image processing, analysis, and deep learning techniques
Knowledge of machine vision systems, optics, and lighting techniques for machine vision applications
Familiarity with 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 issues, and resolve problems efficiently
Understanding when you need more information from the customer and how to ask questions to get appropriate information
Knowledge of factory automation process, industrial controls, industrial robotic controls, and PLC ladder logic programming
Understanding of software programming and debugging of both script-based and object-oriented applications
Ability to read and interpret wire and engineering diagrams
Ability to read programming documentation
Knowledge of specific programming languages in use by Cognex (Javascript, C#, C++, VB)
Knowledge of electronics, electrical circuits, hardware, and wiring
Ability to discern when to escalate a case and what information is relevant to include when escalating to other departments
Ability to prioritize, multitask and work under pressure
Strong note taking and organization skills and the ability to effectively hand-off cases
Prior customer service experience
Ability to travel internationally as required
Ability to speak on the phone for extended periods of time
Ability to use computer equipment or work in office environment
Skills
image processing
deep learning
machine vision
optics
lighting
DataMan barcode reading
In-Sight
VisionPro
TCP
FTP
EIP
Devicenet
Profinet
SLMP
Modbus
factory automation
industrial controls
PLC
ladder logic
Javascript
C#
C++
VB
electronics
electrical circuits
hardware
wiring
CRM
Job Description
About the company
About us- Cognex is the largest, most successful and recognized global 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 celebrates employee innovation, determination, and dedication in a dynamic, fun, and distinctive atmosphere*.*
We are working on a hybrid schedule: 3 days in the office, 2 at home.
About the role
Your primary responsibility as a Technical 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 TSE’s are often the first call that our customers make when they need support. Our TSE’s can solve technical issues remotely, exhibit a Customer First attitude, and Persevere until the job gets done correctly. TSE’s are based in a Cognex Office in different locations globally.
Essential Functions
•
Provide expert, front-line product technical support submitted through web or phone call 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 polite interactions
•
Maintain open communication and provide consistent case updates to customer.
•
Troubleshooting customer problems over phone or remote assistance tools, reproduce reported issues and resolving or providing suitable workarounds.
•
Create, update, and close cases in CRM.
•
Maintain complete and coherent case notes, and ensure all relevant data is captured.
•
Develop and maintain technical bulletins and knowledge base articles that are easy to understand for non-technical and technical audience both internal and external.
•
Interface and coordinate with global technical support group to facilitate troubleshooting and ensure timely resolution.
•
Utilize experience to create internal FAQs and share with the Technical Support Team.
•
Escalate product issues to engineering and product marketing teams to solve certain topics and report product and manual bugs.
•
Respond timely to requests from engineering for additional information or troubleshooting on customer setup
•
Participate in required technical trainings to keep skills up to date with current technology, new products and industry standards or trends
•
Drive continuous improvement of technical support processes based on employee and customer feedback.
Knowledge, Skills & Abilities
•
Ability to guide customers in how to use Cognex products and explain the cause of trouble in an easy-to-understand manner.
•
Understand when and how to react and maintain composure and professionalism when handling different types of customers.
•
Understand different types of communication and when to apply them.
•
Active listening skills and the ability to gain a full and accurate understanding of the customer point of view.
•
Ability to demonstrate empathy and establish a good customer relationship
•
Ability to de-escalate customer frustrations and maintain focus on the issue at hand.
•
Understand how to set realistic customer expectations.
•
General knowledge of image processing, analysis, and deep learning techniques.
•
Knowledge of machine vision systems, optics, and lighting techniques for machine vision applications.
•
Familiarity with 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 issues, and resolve problems efficiently.
•
Understanding when you need more information from the customer and how to ask questions to get appropriate information.
•
Knowledge of factory automation process, industrial controls, industrial robotic controls, and PLC ladder logic programming.
•
Understanding of software programming and debugging of both script-based and object-oriented applications.
•
Ability to read and interpret wire and engineering diagrams
•
Ability to read programming documentation.
•
Knowledge of specific programming languages in use by Cognex (Javascript, C#, C++, VB)
•
Knowledge of electronics, electrical circuits, hardware, and wiring.
•
Ability to discern when to escalate a case and what information is relevant to include when escalating to other departments.
•
Ability to prioritize, multitask and work under pressure
•
Strong note taking and organization skills and the ability to effectively hand-off cases.
Minimum Requirements
•
Bachelor’s or Master’s Degree in technical field or equivalent work experience.
•
2-4 years related experience in technical support in the electronics, robotics, manufacturing, automation, or IT industries.
•
Prior customer service experience preferred.
•
Ability to travel internationally as required.
•
English language proficiency (spoken and written)
•
Ability to speak on the phone for extended periods of time
•
Ability to use computer equipment or work in office environment
•
Strong attention to detail and communication skills and ability to work within a team
Additional Job Description