Product Support Engineer 1

About Parsec 

Parsec Automation, LLC (Parsec) is a trailblazing creator and provider of manufacturing operations management software. Consistently recognized by organizations like Gartner and IDC and a winner of numerous awards, including the Data Breakthrough Awards, American Business, and Best in Biz, Parsec exemplifies leadership in the dynamic, fast-paced manufacturing sector. With major companies such as Johnson & Johnson, Merck, Toyota, Proctor & Gamble, Eli Lilly, Hershey, Siemens, and DuPont leveraging its innovative TrakSYS™ platform to tackle even the most complex manufacturing challenges, Parsec’s solutions are actively optimizing efficiency, quality, and compliance at over 11,000 plants in more than 140 countries. Committed to customer success and driven by innovation, Parsec continues to fulfill its mission of making the management of manufacturing operations as simple as possible. 

Parsec is backed by BVP Forge, a $780M fund in partnership with the $20B Bessemer platform that has backed industry-defining businesses such as LinkedIn, MindBody, Procore, Shopify, and Toast. BVP Forge combines Bessemer’s front-line industry insights, proven growth IP, and robust executive network with tailored resources for self-sustaining companies and the ForgeEdge™ operational program.

The Role

As a Product Support Engineer I, you’ll provide high-quality technical support to customers and partners using the TrakSYS™ platform. This role is ideal for someone who is technically strong, customer-focused, and excited to deepen their expertise in MES, manufacturing systems, and enterprise software support.

You’ll work closely with customers, internal support teams in the U.S. and Spain, and engineering partners to troubleshoot issues, support upgrades, contribute to testing, and help improve documentation and knowledge sharing across the organization.

This position requires flexibility to support 24/7 operations, including rotating coverage for weekends and extended shifts (up to 12 hours).

Key Responsibilities

Platform and Application Support (≈70%)

• Provide Level 2 product support for both the TrakSYS™ platform and implemented solutions
• Diagnose and resolve platform and application issues
• Troubleshoot production applications built by Parsec Professional Services under managed services SLAs
• Respond to alerts, triage incidents, and escalate to Level 3 or Engineering when needed
• Create examples and demonstrations of TrakSYS features (including light customization such as reports or UI components in ASP.NET)
• Document incidents, root causes, and corrective actions

Upgrades and Testing (≈10%)

• Support customer application upgrades
• Assist with functional and regression testing
• Identify, document, and report defects

Documentation and Knowledge Sharing (≈10%)

• Create and maintain Knowledge Base articles
• Document new and existing TrakSYS features
• Develop Application Notes, Technical Guides, deployment instructions, and troubleshooting runbooks

Learning and Continuous Improvement (≈10%)

• Learn and apply Parsec’s support methodologies and tools
• Stay current on TrakSYS platform features and updates
• Build expertise in MES concepts, manufacturing workflows, and support technologies

Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Technology, Business, or a related field
• 2+ years of experience in software support or development
• Strong experience with:
• C# .NET / ASP.NET
• Microsoft SQL Server
• Web technologies (HTML, XML, JavaScript)
• Windows client and server operating systems

Preferred Experience

• Cloud platforms (Azure or AWS)
• Bootstrap CSS framework
• Software testing frameworks
• Manufacturing, MES, or process automation environments

Success Traits

• Strong analytical and troubleshooting skills
• Detail-oriented with excellent documentation habits
• Strong written and verbal communication skills
• Comfortable working in a fast-paced, customer-driven environment
• Collaborative mindset with global teams
• Willingness to participate in rotating on-call and extended shift coverage
• Eager to learn and grow technical depth across enterprise manufacturing systems

Benefits 

• Hybrid work schedule
• Variable bonus based on company and individual performance 
• Flexible vacation time 
• Outstanding team environment