Global Customer Support Engineer - Associate

Join DeLaval and Help Shape the Future of Dairy Farming
At DeLaval, we have been driving innovation in the dairy industry for more than 140 years. Founded in Sweden, we are one of the world's leading providers of solutions and services that improve dairy farm management and support sustainable food production.
We are looking for a Global Customer Support Engineer Associate to join our international Digital Services organization. This is an exciting opportunity for an early-career engineer who enjoys solving technical challenges, supporting customers, and working with modern cloud-connected products in a truly global environment.
As part of our Global Support Team, you will collaborate daily with Product Management, DevOps, Software Engineering, and regional support organizations across the world. Your work will directly contribute to maintaining the stability of digital services used by customers and service technicians globally.
This position is fully remote and based within the Americas Cluster region.

Main Purpose of the Role
The Global Customer Support Engineer Associate is responsible for monitoring, triaging, investigating, and resolving incidents related to DeLaval digital services and applications.
The role acts as a technical bridge between customers, field service technicians, DevOps teams, Product Owners, and Engineering teams to ensure rapid incident resolution, effective communication, and continuous service improvement.

Key Responsibilities
Incident Management

• Handle incidents through Opsgenie (Atlassian).
• Manage support cases and incidents through Farm Support Tool (Zendesk).
• Perform incident triage and prioritization according to established processes.
• Investigate incidents and coordinate resolution activities.
• Escalate issues appropriately to Product Owners, DevOps teams, and Engineering teams when necessary.
• Participate in cross-regional handovers to ensure continuous support coverage across time zones.

Technical Support

• Provide direct support to service technicians and internal stakeholders.
• Deliver remote technical assistance and, when required, onsite support.
• Monitor, verify, and validate system performance and service health.
• Follow and continuously improve operational playbooks and support procedures.

Problem Investigation & Service Improvement

• Conduct root cause investigations for recurring incidents and service disruptions.
• Contribute to the maintenance and improvement of knowledge articles and support documentation.
• Serve as a subject matter expert for designated digital products and services.
• Collaborate with Product Management and Engineering teams to identify opportunities for product and process improvements.

Global Collaboration

• Build strong working relationships with colleagues across multiple countries and cultures.
• Communicate effectively with technical and non-technical stakeholders.
• Work closely with Global Support Teams, Product Management, DevOps, and Software Engineering organizations.
  
  

Qualifications

• Bachelor's degree in Systems Engineering, Telecommunications Engineering, Computer Science, Information Technology, Electronics Engineering, Mechatronics Engineering or a related technical discipline
  Equivalent professional experience will also be considered.
• 2 years of relevant experience in Technical Support, Incident Management, Service Operations, DevOps environments, System Monitoring, Technical Help Desk or Application Support roles.

Recent graduates with relevant internship or hands-on experience are encouraged to apply.
If you have more experience than this within the Dairy Industry, you are encourage to apply, the position can be adjusted to reflect this.

Required Skills

• Strong troubleshooting and analytical mindset.
• Ability to investigate and diagnose complex technical issues.
• Familiarity with cloud services and networking concepts.
• Ability to work independently in a remote environment.
• Strong customer-focused attitude.
• Excellent written and verbal communication skills.
• Ability to learn complex product architectures and technical ecosystems.
• Full professional proficiency in both English and Spanish. Other languages are a plus.
• Strong organizational and collaboration skills.

Nice to Have

• Knowledge of the dairy industry.
• Experience with Atlassian products (Opsgenie, Jira, Confluence).
• Experience with Zendesk or similar ticketing systems.
• Exposure to DevOps practices, monitoring tools, or cloud-based solutions.

Travel Requirements

Initial travel will be required during the onboarding and training period to support your integration into the organization and gain exposure to key teams and operations.
Following onboarding, travel is expected to be occasional and primarily related to Customer visits, Training activities, Team meetings.

What’s in It for You?
Work for an Industry Leader
Join a company with more than 140 years of innovation and a global reputation as one of the leading organizations in the dairy industry.
Grow in a Global Environment
Collaborate daily with colleagues from different regions, cultures, and technical disciplines while developing an international professional network.
Be Part of a High-Performing Team
Work alongside experienced support engineers, product specialists, DevOps professionals, and software engineers dedicated to delivering exceptional customer experiences.
Make a Real Impact
Play a key role in ensuring the stability and success of digital services that support dairy farmers around the world.
Continuous Learning and Career Development
Gain exposure to cloud technologies, digital platforms, incident management, product operations, and global customer support practices.
Work-Life Balance
At DeLaval, we believe professional success and personal wellbeing go hand in hand. We support a healthy work-life balance that enables you to grow both professionally and personally.
Competitive Benefits
Country-specific benefits and compensation packages will be discussed during the recruitment process.

Who You Are
You are curious, proactive, and passionate about solving problems. You enjoy technology, thrive in collaborative environments, and take pride in helping customers succeed. You are eager to learn, comfortable working independently, and excited about being part of a global team supporting innovative digital solutions.

Ready to be part of the future of dairy farming? Join us and make an impact on a global scale.