Remote Support Engineer

Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that's you we would love to have you join us!

Job Description

We are seeking a Remote Support Engineer to join our Remote Support Services (RSS) team based in Hawthorn, Melbourne.

In this role, you will provide technical support for Rockwell Automation's hardware and software portfolio, helping customers resolve complex automation challenges across controllers, visualization, industrial networks, condition monitoring, and related technologies. This is an excellent opportunity to develop expertise in industrial automation while supporting customers across a diverse range of industries and applications.

You will report to the Team Lead, Remote Support Services, and work in a hybrid environment.

Your Responsibilities:

  • Provide technical support to customers through phone, chat, and electronic support channels.

  • Troubleshoot and resolve issues involving Rockwell Automation's hardware and software products, including controllers, HMI, industrial networks, and related technologies.

  • Analyze, reproduce, and investigate complex technical issues using available tools, test environments, and engineering resources.

  • Document troubleshooting activities, findings, and resolutions in service tickets while maintaining a high standard of customer communication.

  • Collaborate with Engineering, Product Management, Quality, and other teams to investigate and resolve product issues.

  • Contribute to the Knowledge-Centered Service (KCS) process through the creation and maintenance of technical articles, knowledge assets, and best practices.

  • Develop technical expertise in assigned product areas and share knowledge through mentoring, training, and team collaboration.

  • Support continuous improvement initiatives that enhance customer experience, operational efficiency, and support quality.

The Essentials- You Will Have:

  • Bachelor's degree in Electronics, Mechatronics, Electrical Engineering, Computer Science or related field

  • Minimum 2 years of experience working with industrial automation products or systems.

  • Strong analytical and troubleshooting skills with the ability to resolve complex technical problems.

  • Effective verbal and written communication skills with a customer-focused approach.

  • Ability to work collaboratively in a fast-paced technical environment.

The Preferred- You Might Also Have:

  • Experience with industrial automation systems, including PLCs, HMIs, and industrial networks.

  • CCNA or equivalent industrial networking certification.

What We Offer:

Our benefits package includes …

  • Comprehensive mindfulness programmes with a premium membership to Calm

  • Volunteer Paid Time off available after 6 months of employment for eligible employees.

  • Company volunteer and donation matching programme- Your volunteer hours or personal cash donations to an eligible charity can be matched with a charitable donation.

  • Employee Assistance Program

  • Personalized wellbeing programs through our On Track program

  • On-demand digital course library for professional development

At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.

#LI-Hybrid #LI-CT1

Rockwell Automation's hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.


Remote

Skills:
Analysis Skills, Automation, Best Practices, Communication Skills, Computer Science, Continuous Improvement, Customer Experience, Customer Relations, Customer Support/Service, Electrical Engineering, Electronics, Human Machine Interface (HMI), Identify Issues, Industrial Development, Medicine, Mentoring, Network Monitoring, Operational Support, Presentation/Verbal Skills, Problem Solving Skills, RSS (RDF Site Summary), Remote Team Management, Rockwell Automation, Team Player, Technical Leadership, Technical Support, Testing, Writing Skills


Rockwell Automation, Inc.



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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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