We are seeking an experienced and customer-focused Senior Technical Support Professional to join the Matrikon Support team as part of Honeywell Connected Industrial(HCI). This role is responsible for providing advanced technical support for Matrikon products and solutions, including OPC Classic, OPC UA, industrial data connectivity products, and related software used in industrial automation and OT/IT integration environments. The position requires strong troubleshooting expertise, a deep understanding of industrial communication technologies, and the ability to resolve complex customer issues across installation, configuration, performance, interoperability, and product usage scenarios. Matrikon’s portfolio includes OPC servers, OPC UA solutions, Data Broker, Tunnellers, historians, and related interoperability offerings used across industrial automation environments.
This is a Full time hybrid role based in Bracknell Honeywell site.
Honeywell
We have been innovating for more than 100 years and now we’re creating what’s next. Our programs serve a global community and our hometowns too. We provide resources and financial support to causes around the world and encourage employee volunteerism. We are committed to the highest standard in everything we do
Key Responsibilities
- Investigate un-invoiced shipments and identify sales orders needing urgent shipping actions.
- Provide L2/L3 technical support for Matrikon products, addressing issues related to installation, configuration, connectivity, security, and performance.
- Troubleshoot and resolve issues with OPC DA, A&E, HDA, OPC UA, and related data integration tools in industrial environments, using Matrikon’s support resources.
- Analyze logs, configuration files, and customer environments to determine root causes and recommend corrective actions, ensuring efficient problem resolution.
- Manage customer interactions through ticketing systems, email, and phone support, ensuring timely case acknowledgment, updates, and closures.
- Collaborate with engineering teams to replicate customer issues in a lab environment, and assist in product installations, migrations, and system configurations.
- Mentor junior engineers, create knowledge base articles, and work cross-functionally to enhance customer outcomes and integrate AI tools to improve support efficiency.
Key skills and qualifications
- Bachelor’s degree in Computer Science, Electronics, Instrumentation, Electrical Engineering, Industrial Automation, or a related field, with 6+ years of relevant technical support experience.
- Strong expertise in OPC Classic (DA/A&E/HDA) and OPC UA, industrial communication concepts, Windows-based software troubleshooting, and network troubleshooting (TCP/IP, ports, firewall, etc.).
- Experience with industrial connectivity and products, including data historians, SCADA, HMI, DCS, and PLC ecosystems, such as Honeywell PHD and Emerson Delta V.
- Excellent written and verbal communication skills, with proven ability to handle escalations and manage customer expectations effectively.
- Familiarity with industrial automation systems, integration protocols (e.g., Modbus, MQTT), and experience with virtualized system deployments in industrial settings.
- Knowledge of CRM/case management systems, incident management practices, and the ability to create customer-facing documentation from product manuals and release notes.
Our offer
- Opportunities for professional development and career advancement.
- A dynamic and inclusive work environment that fosters innovation and growth.
- A culture that fosters inclusion, diversity, and innovation in an international work environment
- Experienced leaders to support your professional development
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Join us now and be part of a global team of thinkers, innovators, dreamers, and doers who make the things that make the future!
#TheFutureIsWhatWeMakeIt