Service & Support Engineer

Overview
Join the Kemin Team and Transform Lives
We are a privately held, family-owned-and-operated global biotechnology company driven by curiosity and committed to transforming the quality of life for people, pets, and the planet.

We create solutions that strengthen health and wellbeing, provide nutrition and immune support for pets and production animals, safeguard the planet's natural resources, and protect the global food supply chain for generations to come.

We supply over 500 specialty ingredients for various industries, including human and animal health and nutrition, pet food, aquaculture, nutraceutical, food technologies, crop technologies, textiles, biofuels, and animal vaccines.

We employ 3,500 global employees and operations in 90 countries, including manufacturing facilities in Belgium, Brazil, China, Egypt, India, Italy, San Marino, Singapore, South Africa, and the United States.

The Service & Support Engineer is responsible for enabling and supporting internal KAS (Kemin Application Solutions) teams in connecting hardware devices to sciORIAN, a cloud-based Service & Application Solution platform that enhances Kemin's existing products and services. This role focuses on providing technical assistance, troubleshooting, and guidance, and finalizing the configuration and onboarding of devices in the platform. The engineer acts as a key resource for KAS teams, helping them resolve issues, and ensure that devices are properly configured and onboarded for seamless integration and operation.

In addition, the engineer will occasionally participate in testing and troubleshooting new platform releases and functionalities, helping to identify and resolve issues before wider deployment. This ensures that all users receive reliable and effective tools for their daily operations.

At Kemin, we value diversity and inclusion. We have job openings for people with disabilities. Come work with us

Responsibilities

• Work in a cross-functional team to deliver the best customer experience for our users.
• Respond to inquiries and support requests in a timely and accurate manner, via phone, email or chat.
• Guide KAS teams in using platform features and hardware programming to connect devices.
• Finalize the configuration and onboarding of devices in the sciORIAN
• Conduct follow-up to ensure proper issue resolution.
• Provide day-to-day support to KAS teams, field engineers and OT team members.
• Educate and train KAS teams on new features, functionalities, and best practices for device integration.
• Support continuous improvement by sharing feedback and suggestions from KAS teams with the development team.
• Assist in testing, troubleshooting, and reporting platform malfunctions for resolution.
• Develop tutorials, user guides, step-by-step walkthroughs, and FAQ content for KAS support.
• Communicate daily work, challenges, and solutions, share ideas and receive feedback constructively with team members.
• Play a pro-active role in beta testing and market introduction of sciORIAN.

Qualifications

• High school diploma or equivalent with 3-5 years of experience in an IT-related position.
• Bachelor's Degree in IT field with 1-3 years of relevant experience preferred.
• Experience in Tech Support, Service & Support, or similar IT-focused role preferred.
• Excellent written and verbal communication skills in English and Portuguese; multilingual is a plus.
• Very strong interpersonal abilities, patience, punctuality, multitasking, and a proactive mindset.
• Independent and self-aware, with an outgoing personality, able to work autonomously and take initiative.
• Proactive in identifying issues and opportunities for improvement.
• Effective listening and ability to accurately document support interactions.
• Strong analytical and problem-solving skills, and proficiency in MS Office (Word, PowerPoint, Excel).
• Experience with remote support tools, helpdesk software and data entry.
• Interested in IT, programming, or software, with a willingness to learn and apply new technologies.
• Detail-oriented, well-organized, and able to work both independently and as part of a team.
• Strong time management skills, able to adjust priorities, and work effectively in a fast-paced, high-pressure environment.
• Possesses a sharp critical mindset and strong adaptability skills.
• Interested in IoT architecture - from connectivity to aggregation, analytics, and visualization layers.
• Affinity for industrial automation