IOT Support Engineer-2

Job Description Flex is the diversified manufacturing partner of choice that helps market-leading brands design, build and deliver innovative products that improve the world. We believe in the power of diversity and inclusion and cultivate a workplace culture of belonging that views uniqueness as a competitive edge and builds a community that enables our people to push the limits of innovation to make great products that create value and improve people's lives. A career at Flex offers the opportunity to make a difference and invest in your growth in a respectful, inclusive, and collaborative environment. If you are excited about a role but don't meet every bullet point, we encourage you to apply and join us to create the extraordinary. Provide advanced technical support and maintain knowledge base resources for Flex Future Factory connectors and integration solutions. This role ensures timely issue resolution, continuous improvement of support processes, and effective documentation to enable scalability and efficiency across teams. What a typical day looks like: Technical Support (2nd Level) - Provide advanced troubleshooting and resolution for escalated incidents related to factory connectors and integration solutions. - Collaborate with engineering and development teams to address recurring or complex technical issues. - Monitor system performance, identify root causes, and recommend corrective actions. Knowledge Management - Maintain and update the knowledge base to ensure accurate, relevant, and up-to-date technical documentation. - Develop technical articles, FAQs, and troubleshooting guides to support 1st-level teams and end users. - Promote knowledge-sharing culture across global support and engineering teams. Customer & Stakeholder Engagement - Act as a point of escalation for customers and internal teams, ensuring effective and professional communication. - Provide guidance and mentorship to junior support staff. - Capture lessons learned from incidents and translate them into knowledge base improvements. Process & Continuous Improvement - Ensure compliance with ITIL and company service management standards. - Contribute to process optimization, incident management improvements, and service desk best practices. - Assist in defining SLAs, monitoring KPIs, and reporting on support performance. The experience we're looking to add to our team: - 3+ years of experience in a technical support or service desk role. - Strong troubleshooting and problem-solving skills with hardware, software, and connectivity issues. - Excellent technical writing and documentation skills. - Strong communication and customer service orientation. - Experience in knowledge base management and maintenance. - ITIL Foundation certification (preferred). - Experience with ServiceNow or equivalent ticketing systems. - Familiarity with monitoring and remote support tools. - Exposure to manufacturing environments or industrial IT systems is a plus. - Experience with Node-RED, Python, or API development for system integration. - Knowledge of middleware, MES/ERP integration, and industrial data models. - Exposure to data visualization tools (Power BI, Grafana, or Ignition dashboards). What you'll receive for the great work you provide: - Health Insurance - Paid Time Off BB04 - Site Flex is an Equal Opportunity Employer and employment selection decisions are based on merit, qualifications, and abilities. We celebrate diversity and do not discriminate based on: age, race, religion, color, sex, national origin, marital status, sexual orientation, gender identity, veteran status, disability, pregnancy status, or any other status protected by law. We're happy to provide reasonable accommodations to those with a disability for assistance in the application process. Please email [Confidential Information] and we'll discuss your specific situation and next steps (NOTE: this email does not accept or consider resumes or applications. This is only for disability assistance. To be considered for a position at Flex, you must complete the application process first).