Technical Support Engineer 1

Job Description

Job Description

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 Technical 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 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%)

Documentation and Knowledge Sharing (≈10%)

Learning and Continuous Improvement (≈10%)

Qualifications

Preferred Experience

Success Traits

Benefits