Ignition and Automation Support Engineer

About the role

BW Design Group is a fully integrated architecture, engineering, construction, system integration, and consulting firm committed to helping our clients realize their most critical goals from Strategy to Commercialization. As the only firm born from a manufacturing technology company to become an independent and fully integrated firm, we combine deep domain expertise in the manufacturing environment with an approach that is built to serve the dynamic needs of our clients. Rooted in our distinct culture of Truly Human Leadership, we cultivate the leaders who will define tomorrow and partner with our clients in the food & beverage, life sciences, industrial, and advanced technology industries to build the future of manufacturing and technology. Barry-Wehmiller is a diversified global supplier of engineering consulting and manufacturing technology for the packaging, corrugating, sheeting and paper-converting industries. By blending people-centric leadership with disciplined operational strategies and purpose-driven growth, Barry-Wehmiller has become a $3 billion organization with nearly 12,000 team members united by a common belief: to use the power of business to build a better world. Job Description: This role is a reactive support technician to troubleshoot and resolve production system issues for clients running Ignition-based industrial applications in a 24/7 support desk environment. Independently diagnose and address common application problems while escalating complex architectural or custom development work to our engineering team. Strong customer communication as the first point of contact when clients face system downtime. Occasional support HMI/PLC automation troubleshooting, diagnosing control logic issues and determining what fixes can be implemented operationally versus what requires engineering escalation.

Responsibilities

• Answer and triage inbound support calls/tickets from clients with production system issues on Ignition-based platforms and connected HMI/PLC automation systems across multiple time zones and shift rotations
• Perform initial diagnostics to understand problem scope and client business impact
• Independently troubleshoot and resolve common issues within Ignition-based applications and HMI/PLC control logic
• Escalate complex system issues, custom application problems, architectural issues, or confirmed programming changes to Level 2/3 engineering with clear documentation
• Diagnose whether issues are within the Ignition application layer, HMI logic, PLC control logic, underlying infrastructure, or external integrations
• Identify what control logic or configuration changes are needed and escalate for implementation when programming is required
• Provide temporary workarounds when permanent fixes require development escalation, keeping clients operational
• Remote access to client systems and PLCs for direct diagnostics and monitoring
• Walk clients through basic troubleshooting and workarounds with clear, patient communication
• Work flexibly across rotating 24/7 shifts (12-hour or 8-hour rotations) to maintain continuous support coverage
• REQUIRED SKILLS & QUALIFICATIONS
• Understanding of Ignition architecture, gateways, modules, clients, and how custom applications are built on Ignition
• Ability to diagnose issues within custom applications built on Ignition (not just Ignition itself)
• Basic Python script understanding; ability to identify logic issues in application behavior
• Experience troubleshooting SCADA/HMI systems and real-time data acquisition environments
• Understanding of basic PLC operation, common industrial protocols (Modbus, OPC-UA, Ethernet/IP), and how HMI systems communicate with PLCs
• PLC programming experience is a preferred plus but not required
• SQL queries, connection troubleshooting, and data integrity checks
• TCP/IP networking, VPN, firewalls, and device communication protocols
• Familiarity with PLCs, sensors, and industrial hardware interfacing
• Competency with remote access tools (RDP, VPN, SSH) and log analysis specific to Ignition systems
• Basic understanding of industrial automation architectures and system integration points

Requirements

• 2+ years of technical support experience with production systems in an industrial environment
• 1+ years of hands-on experience with Ignition-based applications or similar SCADA platforms
• 1+ years of experience troubleshooting PLC-based automation systems.
• PLC programming experience (ladder logic, structured text, or function blocks) a plus
• Ignition Level 1 Associate certification or higher
• Background in industrial automation or manufacturing IT
• Comfortable working rotati

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