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Technical Support Engineer
Company: Sciengate Automation
Department: Engineering / Customer Support
Location: Malaysia (with regional support)
Role Overview
The Technical Support Engineer provides post-sales technical support, troubleshooting, and optimization for industrial automation systems including PLC, SCADA, HMI, and IIoT platforms.
This role ensures high system reliability, minimal downtime, and data-driven performance improvement across customer operations.
Key Responsibilities
1. Technical Support & Troubleshooting
- Diagnose and resolve issues in PLC systems, SCADA/HMI systems, and industrial communication networks
- Provide remote and onsite support
- Perform root cause analysis using system logs, alarms, and trends
2. System Maintenance & Optimization
- Conduct preventive maintenance and system audits
- Optimize control logic including PID tuning, sequencing, and safety interlocks
- Improve system performance by reducing downtime and increasing efficiency
3. Customer Support & Training
- Act as technical point of contact
- Provide operator and maintenance training
- Develop troubleshooting guides and documentation
4. Implementation & Commissioning Support
- Assist in system commissioning
- Support PLC/SCADA integration
- Integrate with MES/ERP and IIoT platforms
5. Data Analysis & Reporting
- Analyze operational data for faults and bottlenecks
- Generate reports on downtime and OEE
- Support predictive maintenance initiatives
6. Continuous Improvement
- Recommend system improvements
- Contribute to knowledge base
- Develop reusable templates
Required Skills & Competencies
Core Automation Skills
- PLC programming and troubleshooting (Schneider, Siemens, etc.)
- SCADA/HMI configuration
- Industrial protocols: Modbus, OPC UA, MQTT, Ethernet/IP
Software & Database Skills
- Basic programming (Python, JavaScript, or C#)
- Simple scripting and API understanding
- SQL knowledge (queries, joins)
- Familiarity with MySQL, SQL Server, or PostgreSQL
- Understanding PLC → SCADA → Database → Dashboard flow
Analytical Skills
- Root Cause Analysis
- OEE and downtime analysis
- Predictive maintenance concepts
IT / Networking Skills
- Basic networking (IP, switches, routers)
- Familiarity with IIoT and cloud dashboards
Soft Skills
- Problem-solving mindset
- Communication skills
- Independent work capability
- Documentation skills
Qualifications
- Diploma or Degree in Electrical, Mechatronics, Automation, or related
- 1–5 years experience in automation/support
- Fresh graduates with strong fundamentals welcome
Preferred Experience
- Schneider EcoStruxure, Siemens TIA Portal
- OEE systems, data analytics, vibration monitoring
KPIs
- MTTR
- System uptime
- First-time fix rate
- Customer satisfaction
- Reduction in recurring faults
Career Progression
- Technical Support Engineer → Senior Engineer → IIoT Specialist → Solutions Architect
Perks & Benefits
