Lead customer - facing technical support operations for refrigeration systems. Oversee staff while ensuring high customer satisfaction and technical support excellence.
About the role
- Technical Support Engineer focusing on reliability and performance of OT networks and firewall infrastructure. Collaborating with plant engineers and IT/OT teams in a manufacturing environment.
Responsibilities
- Develop and maintain a strong understanding of Owens Corning specific business processes and operations locally and globally
- Build relationships within the organization, cross-functionally, and with key business stakeholders; continuously enhance connection to remain aligned with core objectives
- Understand how IT/OT Security and services are directly aligned with the company's strategic objectives by regularly engaging with key business stakeholders
- Respond to incidents, requests, alerts, and outages to minimize operational downtime
- Perform preventive and corrective maintenance on OT network devices and firewalls
- Troubleshot OT network and security issues in collaboration with plant engineers, IT/OT teams, and vendors
- Review firewall and network logs; perform root cause analysis (RCA) and document findings for incidents
- Monitor OT network and firewall performance using tools such as PRTG and NCM
- Configure dashboards, metrics, and alerting for plant and regional stakeholders
- Proactively identify and remediate misconfigurations, vulnerabilities, and performance issues
- Manage and prioritize service‑level tickets; escalate issues as needed
- Validate compliance with cybersecurity and network standards
Requirements
- Bachelor’s degree in computer science, Information Technology, computer engineering, control systems engineering or equivalent experience in lieu of a degree
- 5 years of manufacturing IT and/or OT functional role
- 3 years of cybersecurity experience
- Hands-on experience with OT networks and Palo Alto firewalls
- Strong understanding of IT service management principles (ITIL)
- Proven understanding firewall rules and applying network security best practices in OT environments
- Demonstrated ability to define, document, and implement technical standards, runbooks, and operating procedures
- Hands-on experience with ticketing systems, OT network monitoring tools, and firewall platforms supporting industrial environments
- Experienced in leading and coordinating the resolution of complex technical issues in collaboration with internal teams and external service providers
Benefits
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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