ABB
Overview
Associate Product Support Engineer at ABB (B&R) in Alpharetta, GA. The Product Support Engineering team provides expert technical support to customers, partners, and internal teams, bridging development and end users to resolve issues, share product knowledge, and contribute to product improvements. Reports to: Product Support Manager Responsibilities
Develop a deep understanding of the company's products to provide expert guidance and support. Manage customer queries via email, phone, or chat, ensuring timely and professional issue resolution. Log and track interactions using tools such as Confluence and Jira. Provide advanced technical assistance to diagnose, troubleshoot, and resolve hardware/software issues. Identify and analyze technical problems, escalate when necessary, and collaborate with other engineering teams to ensure resolution. Conduct post-issue analysis to identify root causes and suggest product improvements. Assist in testing new product features and updates to identify potential issues before release. Offer product training to customers, partners, and internal teams to ensure smooth adoption. Collaborate with product management and development teams on quality issues by providing feedback and improvement suggestions. Maintain and update knowledge base articles, user guides, and troubleshooting documentation to improve customer self-service; provide documentation to customers as appropriate. Assist Sales with customer needs and product specifications; participate in customer site visits as part of sales or support efforts; proactively identify and share sales opportunities. Design, build, and configure demonstration hardware. Note: responsibilities may evolve based on business needs. Team dynamics
B&R offers an international environment with a training program that includes product knowledge, logistics processes, and sales support tools and resources. The role is based in Alpharetta, GA. Qualifications
Bachelor’s Degree in Engineering (Electrical, Mechanical, Mechatronic, Computer Science, Computer Engineering or related technical field). Interest or exposure to motion control systems, IEC 61131 programming languages (ladder diagram, structured text), Windows real-time operating systems, PC- and PLC-hardware applications, mechanical and electrical systems and physics; application development experience in a high-level language is preferred. Excellent written and verbal communication and customer service skills. Problem-solving and critical thinking abilities. Ability to work independently and as part of a decentralized team. Domestic and international travel up to 10% in North America; occasional international travel. Travel may include short-notice service trips (1–5 days) and occasional training or internal meetings at other locations. Valid US passport with no travel limitations is required. Applicants must be authorized to work permanently in the US without sponsorship now or in the future. What’s in it for you?
We give you the space to lead, the support to grow, and the chance to make a difference. You’ll be part of a team that values your voice and celebrates your progress. Benefits
Competitive, comprehensive benefits crafted with you in mind. About us
B&R Industrial Automation is a leading developer and manufacturer of control systems for the industrial automation market. ABB acquired B&R in 2017. ABB is a global technology leader with a broad scope and diverse opportunities. We are an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities. All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, religion, or any other characteristic protected by law. For more information on EEO rights: www.eeoc.gov.
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Associate Product Support Engineer at ABB (B&R) in Alpharetta, GA. The Product Support Engineering team provides expert technical support to customers, partners, and internal teams, bridging development and end users to resolve issues, share product knowledge, and contribute to product improvements. Reports to: Product Support Manager Responsibilities
Develop a deep understanding of the company's products to provide expert guidance and support. Manage customer queries via email, phone, or chat, ensuring timely and professional issue resolution. Log and track interactions using tools such as Confluence and Jira. Provide advanced technical assistance to diagnose, troubleshoot, and resolve hardware/software issues. Identify and analyze technical problems, escalate when necessary, and collaborate with other engineering teams to ensure resolution. Conduct post-issue analysis to identify root causes and suggest product improvements. Assist in testing new product features and updates to identify potential issues before release. Offer product training to customers, partners, and internal teams to ensure smooth adoption. Collaborate with product management and development teams on quality issues by providing feedback and improvement suggestions. Maintain and update knowledge base articles, user guides, and troubleshooting documentation to improve customer self-service; provide documentation to customers as appropriate. Assist Sales with customer needs and product specifications; participate in customer site visits as part of sales or support efforts; proactively identify and share sales opportunities. Design, build, and configure demonstration hardware. Note: responsibilities may evolve based on business needs. Team dynamics
B&R offers an international environment with a training program that includes product knowledge, logistics processes, and sales support tools and resources. The role is based in Alpharetta, GA. Qualifications
Bachelor’s Degree in Engineering (Electrical, Mechanical, Mechatronic, Computer Science, Computer Engineering or related technical field). Interest or exposure to motion control systems, IEC 61131 programming languages (ladder diagram, structured text), Windows real-time operating systems, PC- and PLC-hardware applications, mechanical and electrical systems and physics; application development experience in a high-level language is preferred. Excellent written and verbal communication and customer service skills. Problem-solving and critical thinking abilities. Ability to work independently and as part of a decentralized team. Domestic and international travel up to 10% in North America; occasional international travel. Travel may include short-notice service trips (1–5 days) and occasional training or internal meetings at other locations. Valid US passport with no travel limitations is required. Applicants must be authorized to work permanently in the US without sponsorship now or in the future. What’s in it for you?
We give you the space to lead, the support to grow, and the chance to make a difference. You’ll be part of a team that values your voice and celebrates your progress. Benefits
Competitive, comprehensive benefits crafted with you in mind. About us
B&R Industrial Automation is a leading developer and manufacturer of control systems for the industrial automation market. ABB acquired B&R in 2017. ABB is a global technology leader with a broad scope and diverse opportunities. We are an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities. All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, religion, or any other characteristic protected by law. For more information on EEO rights: www.eeoc.gov.
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