FLS Support Engineer - Front Line Technical Support (Remote)

Role Overview Connected Manufacturing is seeking a skilled and customer-focused Front Line Support (FLS) Engineer to join their technical support team on a fully remote basis. This role is ideal for someone with at least 4 years of experience in technical support who thrives in a fast-paced environment and has a genuine passion for delivering exceptional customer service. As part of a 24/7 support function, you will be the first point of contact for customers and partners, helping resolve product issues efficiently and professionally. Key Responsibilities - Provide hands-on technical support and ongoing maintenance for Connected Manufacturing products - Troubleshoot and resolve customer-reported issues through the ServiceDesk portal, ensuring timely and effective case resolution - Manage your support queue proactively, keeping customers informed on case progress and following best-practice case management procedures - Contribute to the support knowledge base by authoring articles and forum posts that help customers and consultants with self-help troubleshooting - Escalate complex issues beyond your current knowledge level to senior support tiers, while tracking progress and using each escalation as a learning opportunity - Participate in internal team meetings and training sessions to support the growth of the customer support organisation - Assist in maintaining standard operating procedures (SOPs) relevant to your role - Take part in a three-shift rotation to support 24/7 customer coverage - Occasional travel may be required for customer on-site support or milestone delivery periods Required Qualifications - Minimum 4 years of experience in a technical support or similar role - In-depth knowledge of Opcenter (Camstar) product applications including Modeler, Designer, database schema, and business logic - Experience with MES software support, particularly Camstar or Opcenter transactions and troubleshooting - Solid understanding of Networking, Active Directory, Virtualisation, and Operating Systems - Familiarity with O365 configuration and administration - Working knowledge of ITIL framework and case management tools - Understanding of cloud technologies and experience supporting SaaS or cloud-delivered products - Experience in Medical Device or regulated industry environments is a plus - Strong verbal and written communication skills with a customer-first mindset - Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience Why Join Us Connected Manufacturing is a fast-growing organisation that genuinely values its support engineers as the backbone of the business, offering a collaborative, inclusive, and growth-oriented work culture. You will have access to Opcenter eLearning certifications, ongoing training, and the opportunity to build deep expertise while making a real impact for customers globally.

- 4+ years of experience in a technical support role - Hands-on experience with Opcenter (Camstar) modelling, transactions, and troubleshooting - Knowledge of Networking, Active Directory, Virtualisation, and Operating Systems - Familiarity with O365 configuration and administration - Good understanding of ITIL framework - Experience supporting MES or regulated industry software - Knowledge of cloud technologies and SaaS product support - Strong diagnostic and problem-solving skills - Excellent communication and interpersonal skills - Ability to participate in 24/7 rotational shift coverage - B.S. or Associate degree in IT, Computer Science, or equivalent experience

- Fully remote work opportunity - Competitive annual salary commensurate with experience - Access to Opcenter eLearning and certification programmes - Inclusive and equal opportunity work environment - Opportunity to work with a globally growing customer base - Regular internal training and team development sessions