Senior Technical Support Engineer - Industrial Networking

Senior Technical Support Engineer – Industrial Networking

Location: Brea, CA

Reporting to: Technical Support Manager

About Moxa:

Moxa is a global leader in industrial networking, cybersecurity, and automation, enabling critical industries to build secure and reliable infrastructure. Guided by Integrity, Customer Focus, Mutual Respect, and Execution, we deliver innovative connectivity solutions that power industrial automation, transportation, energy, and manufacturing systems worldwide.

What You Will Do As a Sr. Technical Support Engineer:

We are seeking a technically curious and customer-focused engineer who enjoys solving complex industrial networking challenges. This role focuses on troubleshooting and supporting industrial Ethernet networks used in automation, transportation, and manufacturing environments.

You will work closely with key customers, channel partners, and internal engineering teams to diagnose technical issues, provide application support, and deliver practical solutions in real-world industrial environments.

Your Key Responsibilities

• Serve as the technical owner for complex escalations, driving root‑cause analysis through replication, packet-level inspection, and coordination with R&D to final resolution

• Provide top-tier customers with high-quality support via email, phone, video conferencing, and on-site services.

• Manage support cases to ensure customer issues are recorded, tracked, resolved, and follow-ups are finished promptly.

• Utilize expertise in reproducing customer issues, fault isolation, root cause analysis, and qualify critical issues in complex customer networks (L2, L3, Router, Firewall, etc.)

• Demonstrate expertise and initiative when communicating with R&D regarding customer concerns and findings observed during issue replication.

• Provide support for customer products and systems testing by assisting customers to properly install, configure, test, and troubleshoot Moxa products.

• Produce customer-facing summaries and internal knowledge articles (clear reproduction steps, captures, configurations).

• Provide suggestions based on the Voice of Customer to Product Marketing Managers and Strategic Business Units to guide product enhancements.

• Build a positive customer experience, working closely with Engineering, Quality, and Sales Teams.

• Periodic onsite travel for critical escalations and key deployments.

• Highly accountable, self-motivated, and independent skills are highly desired.

The manager may assign other duties