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Senior Technical Support Engineer Jobs in DeKalb, IL

Formic

Product Support Engineer

Aurora, IL · On-site

About the role As a Product Support Engineer, you will be the technical escalation point for Field Engineering and the internal expert for one to two assigned system types. You will be the connective ...

viaPhoton

Senior Mechanical Engineer

Aurora, IL · On-site

$103K - $136K/yr

Have experience in a technical support or customer-facing role * Are proficient in SolidWorks and ... Senior Mechanical Engineer JD What's in it for you? * Robust health, dental, and vision coverage ...

Atlas Copco

Technical Site Lead

Rockford, IL · On-site

Technical Leadership & Manufacturing Support (Approximately 80%) * Diagnose and resolve complex mechanical, electrical, communication, programming, and process-related issues. * Lead root cause ...

IMEG

Senior Transportation Engineer

Rockford, IL · On-site

$98K - $141K/yr

Senior Transportation Engineer IMEG is hiring a Senior Transportation Engineer to lead design ... technical oversight for transportation design and support project teams through delivery Perform ...

IMEG

Senior Transportation Engineer

Rockford, IL · On-site

$98K - $141K/yr

Senior Transportation Engineer IMEG is hiring a Senior Transportation Engineer to lead design ... technical oversight for transportation design and support project teams through delivery • ...

pregis

Sr. Mechanical Engineer - Converting

Aurora, IL

$103K - $142K/yr

Senior Converting Engineer Reports To: Mechanical Engineering Manager Location: Aurora, IL Position ... support successful project execution. * Provide technical guidance and mentorship to engineers ...

Entegris

Process Reliability Engineer

Aurora, IL · On-site

$101K - $127K/yr

In this role, you will serve as the technical subject matter expert for process and support ... The position reports to the Senior Maintenance Manager. What You'll Do Reliability Analysis & Asset ...

Sterling Engineering Inc.

Senior Quality Engineer

Elgin, IL · On-site

$90K - $110K/yr

Title: Senior Quality Engineer Location: Elgin Shift: 1st Shift Hire Type: Direct Hire Pay Rate ... If you're looking to step into a leadership-driven engineering role with autonomy, technical depth ...

GEI Consultants

Senior Dam Safety Engineer

Burlington, IL · On-site

$99K - $136K/yr

Louis, Missouri team, as well as technical experts throughout the region and company. As a ... Support proposal efforts, maintain high visibility in the marketplace through regular client ...

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All JobsTechnical Support Engineer JobsSenior Technical Support Engineer JobsSenior Technical Support Engineer Jobs in DeKalb, IL

Senior Technical Support Engineer information

See DeKalb, IL salary details

$32.9K

$108.6K

$224.3K

How much do senior technical support engineer jobs pay per year?

As of Aug 29, 2026, the average yearly pay for senior technical support engineer in DeKalb, IL is $108,607.00, according to ZipRecruiter salary data. Most workers in this role earn between $86,400.00 and $119,300.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a senior technical support engineer?

To thrive as a Senior Technical Support Engineer, you need deep expertise in troubleshooting, system administration, and a strong understanding of the relevant software or hardware platforms, often backed by a technical degree or certifications such as CompTIA, Microsoft, or Cisco. Familiarity with ticketing systems, remote diagnostics tools, and CRM platforms is typically required. Exceptional communication, problem-solving abilities, and patience are critical soft skills for managing complex cases and customer relationships. These skills ensure swift resolution of technical issues, high customer satisfaction, and effective collaboration within support teams.

What are some common challenges faced by senior technical support engineers, and how can they be addressed?

Senior Technical Support Engineers often encounter complex technical issues that require in-depth troubleshooting and collaboration with product development teams. Managing multiple high-priority cases simultaneously and ensuring timely resolution can be challenging. Effective communication, strong organizational skills, and continuous learning about new technologies are key to overcoming these challenges. Additionally, leveraging internal knowledge bases and collaborating closely with cross-functional teams helps streamline issue resolution and improve customer satisfaction.

What is the difference between Senior Technical Support Engineer vs Technical Support Engineer?

AspectSenior Technical Support EngineerTechnical Support Engineer
Required CredentialsBachelor's degree, relevant certifications (e.g., CompTIA, Cisco)Bachelor's degree, entry-level certifications often sufficient
Work EnvironmentAdvanced technical support, troubleshooting complex issues, mentoringBasic technical support, resolving common customer issues
Employer & Industry UsageIT, software, hardware companies, tech support teamsIT, telecom, software companies, customer support roles

The Senior Technical Support Engineer typically handles more complex issues, mentors junior staff, and requires more experience and certifications. In contrast, the Technical Support Engineer focuses on resolving standard customer problems, often with less experience. Both roles are vital in tech support teams but differ mainly in complexity and responsibility.

What is the role of a senior technical support engineer?

A senior technical support engineer provides advanced technical assistance to customers or internal teams, troubleshooting complex issues related to hardware, software, or network systems. They often mentor junior staff, document solutions, and use tools like ticketing systems and remote support software to resolve problems efficiently.

What are the most commonly searched types of Technical Support Engineer jobs in DeKalb, IL?

The most popular types of Technical Support Engineer jobs in DeKalb, IL are:

What cities near DeKalb, IL are hiring for Senior Technical Support Engineer jobs?

Cities near DeKalb, IL with the most Senior Technical Support Engineer job openings:

Product Support Engineer

Aurora, IL • On-site

Formic
Computer and Electronic Product Manufacturing • 11 - 50 employees
Learn more about Formicexternal

Full-time

Posted 17 days ago

Job description

Who we are:

Formic is on a mission to reshape American manufacturing by making automation accessible to every factory. As labor constraints rise, costs increase, and global competition intensifies, automation is no longer optional for manufacturers that want to stay competitive.

We deliver automation through a Robotics-as-a-Service model that combines industrial robotics, proprietary software, and full-service support into a single, integrated solution. By removing the traditional barriers of cost, complexity, and risk, we enable manufacturers to deploy automation quickly and realize measurable gains in throughput, safety, and operational efficiency without large upfront capital investment.

Backed by leading investors including Lux Capital, Initialized Capital, Blackhorn Ventures, and Mitsubishi HC Capital North America, Formic is scaling rapidly and building the foundation for a new era of high-performance, Made in America production.

About the role

As a Product Support Engineer, you will be the technical escalation point for Field Engineering and the internal expert for one to two assigned system types.  You will be the connective tissue that brings product expertise and support knowledge to the broader Fleet Operations org and the Field Service Engineering team specifically.

Your primary responsibility is simple: keep the field moving. When a Field Service Engineer (FSE) encounters a problem they cannot resolve, you will step in to diagnose the issue, develop a troubleshooting path, determine the right remediation plan, and drive toward a solution quickly.

You will also look beyond the individual ticket. You will review failures across the fleet, identify repeat problems, and work with Product Engineering when something needs a permanent product fix.  You will become increasingly more knowledgeable on a range of Formic's products, ensuring that we're able to support and deliver on operational needs while minimizing the demand on Product and Software resources.

This is an in-office role based in Bolingbrook, IL or Oakland, CA. You will work closely with Field Service Engineers in the field and directly with Engineering and Design teams in the office.

In this role you will:
  • Own technical escalations for your assigned system types
  • Support FSEs with complex troubleshooting and root cause identification
  • Review logs, system data, configurations, drawings, and failure history to determine next steps
  • Reproduce field failures on equipment in the office
  • Test PLC, robot, software, electrical, and configuration changes to prove or disprove a theory
  • Build clear troubleshooting plans that FSEs can execute in the field
  • Identify repeat failures and trends across the fleet
  • Escalate systemic product issues to Product Engineering with clear data, testing, and recommendations
  • Work directly with Engineering and Design to answer technical questions and remove blockers for the field
  • Own and improve the knowledge base for your assigned systems
  • Maintain troubleshooting guides, known issues, procedures, configurations, and lessons learned
  • Look for ways to reduce repeat visits and improve first-time resolution
  • Travel occasionally when the job requires it
What makes you a great fit:
  • 7+ years of experience with industrial automation, robotics, or manufacturing equipment
  • Strong troubleshooting skills across mechanical, electrical, controls, and automation systems
  • Experience with PLCs, industrial robots, safety equipment,  vision, networking, or other technologies relevant to the product you support
  • Comfortable working directly with equipment to reproduce problems and test solutions
  • Able to use data and evidence to work through complex technical problems
  • Able to recognize when an issue is isolated versus part of a larger product problem
  • Strong written and verbal communication
  • Comfortable working across Field Engineering, Product Engineering, and Design
  • Able to take ownership of an escalation and drive it until there is a clear next step
  • Able to work from the Chicago or Oakland office during normal weekday hours
Bonus points if you have:
  • Bachelor's degree in engineering or a related technical field
  • Experience supporting automation deployed across multiple customer sites
  • Experience building technical support documentation or knowledge bases
  • Experience working between field service and product engineering teams
  • Experience using failure and service data to reduce repeat issues and repeat site visits

What we look for: 

We're building this company from the ground up, and every person we hire has an outsized impact on our culture, performance, and trajectory. While each team member brings unique strengths and perspectives, we look for people who align with our Operating Principles and embody them in action. If this sounds like you, Formic may be the right place for you!

  • Fearless Optimism: You make bold bets and default optimistic. You believe in the mission, aren't paralyzed by risk, and fear inaction more than failure. You see ambiguity as opportunity and bring energy to building what doesn't yet exist.
  • Create the Magic: You absorb complexity so customers don't have to. Whether your customer is external or internal, you focus on delivering experiences that are clear, fast, value-added, and outcome-driven. You don't say "not my job." You make things work. 
  • Today, Not Tomorrow: You have a bias to action. You close the loop. You take extreme ownership. You understand that speed compounds, and you don't confuse activity with results.
  • Seek Truth: You think from first principles. You value data over ego and strong opinions loosely held. You're willing to challenge assumptions, including your own, in pursuit of the best answer.
  • Made of Rubber: You are resolute and adaptable. When things break or priorities shift, you rebound stronger. You treat setbacks as learning moments and move forward with grit.
  • One Formic: You operate without silos. You practice radical helpfulness, document clearly, and make clean handoffs. You assume positive intent and prioritize team success over individual credit.

Equal Opportunity Employment:

Formic is an equal opportunity employer. We do not discriminate on the basis of race, color, religion or religious creed, sexual orientation, gender, gender identity, marital status, family or parental status, disability, military or veteran status, or any other basis protected by law. All employment decisions are based on a person's merit, business needs, and role requirements. If you require further accommodations or have questions regarding accessibility of our roles, please reach out to careers@formic.co.

AI Use:

At Formic, fairness and transparency are at the heart of our hiring process. We use AI-powered tools in some interviews to help our teams evaluate candidate responses, but all final hiring decisions are made by humans. You can learn more about how AI is used in our recruitment process by reviewing our AI Hiring Disclosure linked here.

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