Support Specialist plays a vital role in ensuring the reliability and high performance of our customers’ MES solutions. By keeping their production environments running smoothly and with minimal disruption, this role directly contributes to operational excellence on the shop floor. Combining deep technical expertise with strong problem-solving skills and a customer-centric mindset, the Support Specialist delivers a support experience that builds trust, drives efficiency, and empowers manufacturers to get the most out of their digital operations.

KEY RESPONSIBILITIES

• Technical and functional analysis and troubleshooting (L2/L3 support)

• Expertise to identify root causes and provide workarounds /preventive solutions

• Escalate complex or critical issues to higher-level when necessary, ensuring timely resolution

• Ensure proper documentation

• Process improvement such as internal tools, plans, process, knowledge repository

• Release deployment support

• Communication with site key users to understand the issues/problems, provide updates and solutions.

• Support schedules:

  • Standard business hours (09:00–18:00)

  • Shift basis (24 hours, Monday to Friday)

  • Shift basis Full coverage (24/7)

  • On-call (24/5 or 24/7)

SKILLS & EXPERIENCE

Hard Skills:

• Knowledge on Oriented-Object Programming paradigm (C# is a plus)

• Knowledge on Front-end technologies (HTML 5, CSS3, Angular CLI, JavaScript). CSS Pre-processors are a plus (SASS, Less).

• Familiar with support tools, ticketing systems and support lifecycle is a plus.

• Familiar with Lean and Agile(Scrum/Kanban) methodologies skills is a plus.

• Knowledge on ERP systems and shop floor systems integration, manufacturing processes and standards (e.g. ISA-95) are a plus

Languages

• Solid knowledge of English (written and spoken).

• French language skills is a plus.

Soft Skills

• ·       Have good communication skills, customer orientation, analytics, collaboration, organizational, critical thinking, and problem-solving skills.

Education

• ·       Bachelor’s degree or any other relevant education in Information Technology, Computer Science or a related field

About us:

SOFYNE Active Technology has been integrating and deploying MES, LES and PLM solutions since 2005.

We support and advise more than 30 major industrial accounts in their innovation and digital transformation projects towards Industry 4.0.

With offices across Europe, we cover the audit, integration, evolution, application maintenance, support and change management needs of our customers.

Our approach is built around the framework and capabilities of a large company with the heart and soul of a small business, fostering high quality and performance services, agile development and added value for our clients, in the automotive, energy, aerospace and defense, consumer products and luxury sectors.

All this acquired knowledge is what enables us to best understand how these evolutions impact manufacturing information systems.

Sofyne Active Technology is certified with the international standard ISO27001.

Key Figures:

• 6 offices: Lyon (FR), Versailles (FR), Krakow (PL), Geneva (CH), London (UK), Porto (PT)

• Around 200 experts

• 35 customers (ranked in the Fortune Global 500)

• 30 000 days of project / year

• 1350 training days (2025)

#LI-KK1