Full-Time Support Engineer
Arch Systems is hiring a remote Full-Time Support Engineer. The career level for this job opening is Experienced and is accepting USA, India, Mexico based applicants remotely. Read complete job description before applying.
Arch Systems
Job Title
Posted
Career Level
Career Level
Locations Accepted
Share
Job Details
Support Engineer
Remote | Full-Time | Wednesday–Sunday Coverage
Ideal candidates for this job will be located in the US, India, or Mexico.
About This Role
As a Support Engineer on our Technical Support team, you'll play a vital role in resolving customer issues and ensuring a seamless experience with our ArchFX Platform. You'll work at the intersection of streaming IoT data, advanced manufacturing machines, and virtual factory environments—helping electronics manufacturers unlock real-time insights and performance.
ArchFX Cloud processes millions of data points daily from factory machines and integrates them into a dynamic “factory map”—a core component that supports real-time visibility, analytics, and decision-making across the factory floor.
Your role will focus on supporting this factory mapping infrastructure and ensuring stable data connectivity between machines and the ArchFX platform.
You'll be backed by domain experts and engineers who are reshaping Industry 4.0—and together, you'll help deliver the next wave of innovation in connected manufacturing.
What You Will Own & Drive
- Troubleshoot, track, and resolve technical issues, delivering outstanding support for Arch customers.
- Respond to customer inquiries via ticketing systems, live sessions, and phone support.
- Work a flexible schedule from Wednesday to Sunday, including weekends.
- Document technical issues, write knowledge base articles, and contribute to internal and customer-facing troubleshooting resources.
- Collaborate closely with Level 2 Support, Technical Account Managers, and Applications Engineers to ensure long-term customer success.
What You Bring to the Table
- 2+ years of Level 1 Technical Support or 1+ year of Level 2 Support in a SaaS environment.
- Bachelor's degree in Computer Science or a related technical field.
- Strong troubleshooting skills across network, Linux, and Windows environments.
- Working knowledge of cloud and web applications, IoT systems, data pipelines, and design for security/performance.
- Hands-on experience with SQL and database troubleshooting.
- Clear, professional communication skills and a collaborative approach.
- Ability to manage multiple tasks and prioritize effectively.
- Experience working with global teams and cross-cultural collaboration, particularly in Asia and the Americas.
- Willingness to participate in a 24/7 on-call rotation.
- Comfort working both independently and as part of a distributed team.
- Ability to travel internationally for training, summits, or customer visits (up to 10%).
- Fluent English communication skills, written and verbal.
What Makes You Stand Out
- Experience with networking protocols (e.g., HTTP, MQTT).
- Familiarity with electronics, discrete manufacturing, or factory equipment.
- Python experience for scripting and automation.
- Power user of tools like Zendesk, Jira, Asana, etc.
- Passion for innovation in manufacturing and Industry 4.0.