Job Description

Remote Support Engineer – Remote Support Services

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 workplace.

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

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