Product Support Engineer 1 (Vigo, Spain)

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 TrakSYSTM 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 ForgeEdgeTM operational program.
The Role
As a
Product Support Engineer I
, you'll provide high-quality technical support to customers and partners using the TrakSYSTM 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 product support for both the TrakSYSTM 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%)
Support customer application upgrades
Assist with functional and regression testing
Identify, document, and report defects
Documentation and Knowledge Sharing (?10%)
Create and maintain Knowledge Base articles
Document new and existing TrakSYS features
Develop Application Notes, Technical Guides, deployment instructions, and troubleshooting runbooks
Learning and Continuous Improvement (?10%)
Learn and apply Parsec's support methodologies and tools
Stay current on TrakSYS platform features and updates
Build expertise in MES concepts, manufacturing workflows, and support technologies
Qualifications
Bachelor's degree in Computer Science, Engineering, Information Technology, Business, or a related field
2+ years of experience in software support or development
Strong experience with:
C# .NET / ASP.NET
Microsoft SQL Server
Web technologies (HTML, XML, JavaScript)
Windows client and server operating systems
Preferred Experience
Cloud platforms (Azure or AWS)
Bootstrap CSS framework
Software testing frameworks
Manufacturing, MES, or process automation environments
Success Traits
Strong analytical and troubleshooting skills
Detail-oriented with excellent documentation habits
Strong written and verbal communication skills
Comfortable working in a fast-paced, customer-driven environment
Collaborative mindset with global teams
Willingness to participate in rotating on-call and extended shift coverage
Eager to learn and grow technical depth across enterprise manufacturing systems
Benefits
Hybrid work schedule
Variable bonus based on company and individual performance
Flexible vacation time
Outstanding team environment