What are the responsibilities and job description for the Technical Support Analyst position at Element Logic?
Provide technical support and expertise for our DCMS solutions. This role is critical in ensuring successful deployment, operation, and ongoing support of DCMS systems, with a focus on software functionality and operational performance.
The Technical Support Analyst will work closely with customers across the Americas and collaborate directly with the Technical Support Lead, as well as the European headquarters to support customers globally. This position requires flexibility to travel up to 40%, both domestically and internationally, to assist with project commissioning, training, emergency on-site support, and customer onboarding efforts.
What does Element Logic offer?
Innovative and creative workplace in a growing business.
Family-first culture with a key focus on mental wellness.
Flexibility is offered through a hybrid work approach for all roles that can be performed remotely.
Career development plans.
Market competitive wages, benefits including medical, dental and vision insurance, 401k, and HSA accounts.
Responsibilities:
Responsibilities include but are not limited to:
Serve as the first-level, primary support contact for DCMS systems in the Americas, with global responsibilities as needed.
Provide direct remote troubleshooting for DCMS software, Controls SW, and basic electromechanical components.
Act as a technical liaison between customers, project teams, and engineering resources.
Support commissioning, integration, and go-live activities for new projects, both remotely and on-site.
Maintain comprehensive documentation of support cases, troubleshooting steps, and solutions within the Support ticketing system.
Collaborate with Technical Support Lead & relevant product teams to escalate and resolve complex software & electromechanical issues.
Participate in DCMS and Controls SW training sessions, both locally and at specialized training facilities located within the Americas and Europe.
Be available & participate in overnight and weekend on-call shifts, holidays, and work non-standard shifts based on client and Support team needs.
Travel up to 40% of the year to customer sites for system commissioning, training, and on-site emergency troubleshooting as required.
Keep VPN connections active for all DCMS clients.
Ensure all work complies with company safety policies and customer requirements.
Desired skills and experience:
Years of relevant experience: 0 - 2 years.
Education: High School Diploma.
Basic knowledge of electromechanical troubleshooting is desirable.
Strong troubleshooting techniques and procedures pertaining to technology.
Strong customer service skills, with the ability to explain technical concepts to both technical and non-technical audiences.
Knowledge in technology, robotics, and automation is a plus.
Experience with Microsoft SQL Server is desirable.
Proficiency in multiple languages is a plus.
Valid driver’s license and passport, and the ability to travel internationally Flexible.
Ability to work flexible hours, including overnights, weekends, and holidays, to accommodate a 24/7 support schedule.
Attention to detail.
Service orientation.
Organized.
Multitasking.
Ability to solve problems using critical thinking.
Team player.
Who are we looking for?
Element Logic is seeking highly motivated, diverse, and talented professionals to join our team. We are looking for individuals who are passionate about new technology, intralogistics and automation. You will be a great fit if you describe yourself as somebody who is flexible, open-minded, and willing to consider new ideas. You enjoy a fast-changing organization and can adapt to changing circumstances.
Physical demands:
The majority of the time the work will be performed at a desk, working on a computer and phone. Troubleshooting and training often require prolonged periods of computer use.
While working on-site, the person may need to stand or walk for prolonged periods of time as part of system commissioning and troubleshooting activities. Work may be performed in varying environmental conditions, including extreme temperatures, dust, noise, and poor lighting.
The role may require lifting and carrying up to 51 pounds at times, as well as being comfortable working at heights.
Ability to wear Personal Protective Equipment (PPE) while on site as required by client site or local regulations
Location: Melbourne, FL (Hybrid:This position requires regular onsite work at the office during standard business hours M-F and periodic business travel as needed)
Start date: To be agreed upon
Form of contract: Permanent employment
For further questions about the position or process, contact Mayra Carbonell by email at mayra.carbonell@elementlogic.net
Agency notice: We’re proud to handle all our recruitment in-house at Element Logic. That means we don’t accept candidates or approaches from external recruiters or headhunters. All hiring processes are managed exclusively by our own specialized Talent Acquisition team.
Be yourself, in your element.
At Element Logic, our people are our greatest resource. We believe individuals should be in their element and we recognize, celebrate, and nurture the strength of diversity. We offer equal opportunities and welcome applicants regardless of age, race, ethnicity, gender identity and expression, sexual orientation, language, national origin, mental and physical abilities, religious and political affiliations, stage of life, or family circumstances. We desire a work environment where people flourish with their unique abilities, perspectives, and life experiences.
About Element Logic
Element Logic® is a global technology company specializing in intelligent warehouse automation. Since its founding in 1985, the company has grown to employ over 950 people across 30 countries and has established itself as the first - and leading - AutoStore™ partner worldwide.
Renowned for its commitment to innovation and people-centric approach, Element Logic enhances warehouse performance through a unique combination of cutting-edge technology, AI-powered software, and tailor-made solutions. This enables businesses across industries to improve efficiency, accuracy, and scalability in their logistics operations.
With a proven track record and deep expertise in intralogistics, Element Logic has become the go-to partner for organizations seeking to gain a competitive edge through automation. The company’s culture is rooted in bravery, passion, and reliability - qualities that continue to drive its mission of optimizing warehouse performance. In 2024, Element Logic reported revenue of EUR 549 million.