Support Engineer

April 2

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Arch Systems

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Arch Systems is a company that specializes in advanced AI-driven solutions for manufacturing. They provide products like GLO Process Insights and ArchFX, which transform manufacturing data into actionable insights to improve operational efficiency. With a focus on industries such as Aerospace & Defense, Automotive, and High Technology, they assist manufacturers in optimizing performance and reducing downtime through automated intelligence and digital twins. Their platform offers seamless integration and managed connectivity for global enterprises, providing 24/7 support and empowering teams with rich data insights.

Industrial IoT • Cloud software • Manufacturing IoT • Machine Learning • OEE

51 - 200 employees

🤖 Artificial Intelligence

☁️ SaaS

📋 Description

• 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. • Work at the intersection of streaming IoT data, advanced manufacturing machines, and virtual factory environments, helping electronics manufacturers unlock real-time insights and performance. • Focus on supporting factory mapping infrastructure and ensuring stable data connectivity between machines and the ArchFX platform. • Troubleshoot, track, and resolve technical issues, delivering outstanding support for Arch customers. • Respond to customer inquiries via ticketing systems, live sessions, and phone support. • Document technical issues, write knowledge base articles, and contribute to internal and customer-facing troubleshooting resources.

🎯 Requirements

• 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.

🏖️ Benefits

• Comprehensive healthcare options for both employees and dependents. • Retirement contributions. • Supportive resources for well-being and development. • Equity grants align your contributions with Arch’s mission and growth.