Technical Support Engineer - FORTNA

FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.

At FORTNA , we believe in fostering a workplace that isn't just a job but a movement – a collective effort to redefine success and transform challenges into opportunities. "Join the Movement" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach.

About the Role

We are seeking a highly skilled Technical Support Engineer to provide enterprise-level support for our customers' automated material handling and fulfillment systems. This role supports a wide range of conveyor, sorter, robotics, and controls technologies across distribution, logistics, and fulfillment operations.

As part of our Tier 2 Controls Support team, you will serve as a critical technical resource supporting customer systems after project go-live. You will work directly with customers to troubleshoot, diagnose, and resolve complex operational and controls-related issues in live production environments.

The ideal candidate combines strong technical expertise with exceptional communication skills, a customer-first mindset, and a passion for problem-solving. Success in this role requires the ability to independently investigate issues, manage cases through resolution, and continuously learn new technologies and systems.

Schedule: Monday–Friday, 2:00 PM – 11:00 PM EST On-Call Rotation: Weekend on-call support rotation required

Essential Functions

Provide remote technical support for automated material handling, logistics, and fulfillment systems

Troubleshoot customer issues involving PLCs, SCADA systems, electrical controls, software applications, and mechanical equipment

Analyze, diagnose, and resolve production-critical issues in a timely and effective manner

Guide customers, field technicians, vendors, and internal teams through troubleshooting and recovery efforts

Utilize electrical schematics, PLC code, SCADA platforms, technical documentation, and system drawings to identify root causes and corrective actions

Perform or oversee system m