Digital Systems Support Engineer

About the role

The successful candidate will serve as the North America Digital Operations support point, based in Hudson, supporting Hudson production operations and providing same-time-zone support coverage for Naperville and Guadalajara when needed.

Responsibilities

• Serve as the North America Digital Operations support point, based in Hudson, supporting Hudson production operations and providing same-time-zone support coverage for Naperville and Guadalajara when needed.
• Provide local first-response support for production digital systems, including manufacturing execution systems, shopfloor applications, traceability systems, production reporting tools, labeling/scanning applications, terminals, and other manufacturing support systems.
• Troubleshoot day-to-day production system issues by working directly with production, engineering, quality, planning, local IT, Global IT, external vendors, and application owners.
• Support new system deployment, production ramp-up, user acceptance testing, go-live readiness, hypercare, and post-go-live stabilization for North America and Mexico sites.
• Train and enable local key users and production users on digital system operation, issue reporting, basic troubleshooting, and standard work instructions.
• Document support cases, recurring issues, root causes, workarounds, and lessons learned to improve the regional support knowledge base and reduce repeated incidents.
• Identify opportunities for system optimization, automation, and continuous improvement to improve operational efficiency and system reliability.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Automation, Industrial Engineering, Engineering, or a related technical field.
• Strong troubleshooting and analytical skills, with the ability to support live production environments under pressure.
• Good understanding of system integration concepts, including interfaces, APIs, data flow, and basic application connectivity.
• Familiarity with databases, SQL queries, operating systems, and basic networking concepts.
• Must be able to meet applicable U.S. Person access requirements for ITAR-controlled production support, where required by the work scope and subject to Trade Compliance / Legal confirmation.
• Willingness to provide on-site support, in the US and Mexico, and respond quickly to urgent production issues when needed.
• Travel to Mexico will be at least quarterly.

Qualifications

• Experience supporting manufacturing execution systems, shopfloor applications, traceability systems, production reporting tools, labeling/scanning systems, or other production-related systems in a manufacturing environment.
• Understanding of manufacturing operations and the ability to connect system issues with shopfloor process impact.
• Experience supporting production ramp-up, new site deployment, system go-live, hypercare, or manufacturing digital transformation projects.
• Experience working in a multi-site or global support model, especially with remote teams across different time zones.
• Experience supporting system rollout, user training, go-live readiness, and post-go-live stabilization.
• Familiarity with log analysis, system monitoring, performance troubleshooting, and incident management processes.
• Basic scripting, data query, or automation capability, such as SQL, Python, PowerShell, or similar tools.
• Exposure to manufacturing data analytics tools, such as Power BI or similar reporting platforms.
• Multilingual capability, particularly English, Mandarin Chinese, and Spanish, to support collaboration across global and regional manufacturing sites.