Sr Tech Support Professional

Salary: £47,000 - 75,000 per year

Requirements:

• We require a bachelors degree in Computer Science, Electronics, Instrumentation, Electrical Engineering, Industrial Automation, or a related field.
• We require 6+ years of relevant technical support experience.
• We need strong expertise in OPC Classic (DA/A&E/HDA) and OPC UA.
• We need a strong understanding of industrial communication concepts, Windows-based software troubleshooting, and network troubleshooting including TCP/IP, ports, and firewalls.
• We value experience with industrial connectivity products and ecosystems such as data historians, SCADA, HMI, DCS, and PLCs, including Honeywell PHD and Emerson Delta V.
• We value excellent written and verbal communication skills and the ability to handle escalations and manage customer expectations.
• We value familiarity with industrial automation systems, integration protocols such as Modbus and MQTT, and virtualized system deployments in industrial settings.
• We value knowledge of CRM/case management systems, incident management practices, and creating customer-facing documentation from product manuals and release notes.

Responsibilities:

• We provide L2/L3 technical support for Matrikon products, including installation, configuration, connectivity, security, and performance issues.
• We troubleshoot and resolve issues with OPC DA, A&E, HDA, OPC UA, and related data integration tools in industrial environments.
• We analyze logs, configuration files, and customer environments to identify root causes and recommend corrective actions.
• We manage customer interactions through ticketing systems, email, and phone support, ensuring timely acknowledgment, updates, and closures.
• We collaborate with engineering teams to replicate customer issues in a lab environment and support product installations, migrations, and system configurations.
• We mentor junior engineers, create knowledge base articles, and work cross-functionally to improve customer outcomes and support efficiency.
• We investigate un-invoiced shipments and identify sales orders needing urgent shipping actions.

Technologies:

• CRM
• Incident Management
• Support
• MQTT
• Network
• Security
• TCP/IP
• Windows
• AI
• Firewall
• PLC

More:

We are Honeywell Connected Industrial, supporting the Matrikon Support team from our Bracknell site in a full-time hybrid role. We have been innovating for more than 100 years and are building whats next through our Aerospace Technologies, Building Automation, Energy and Sustainability Solutions, and Industrial Automation businesses, powered by Honeywell Forge. We offer opportunities for professional development and career advancement, a dynamic and inclusive work environment, and experienced leaders who support growth. We are committed to inclusion, diversity, innovation, and equal opportunity, and we make reasonable accommodations for candidates and employees with disabilities.

last updated 36 week of 2026