The Controls Engineer II, Engineering Services designs and maintains the diagnostic infrastructure ICON's fleet depends on - building troubleshooting tools, guided diagnostics, telemetry-sourced health monitoring dashboards, and data-driven predictive maintenance models that move the fleet from reactive toward condition-based service. This role serves as the escalation point for complex controls failures across Field Engineering and customer teams, and is the technical authority others turn to when standard support can't resolve the issue.
This role is based at ICON's headquarters in Austin, TX and reports to the Director of Engineering Services.
Responsibilities- Design feedback and escalation: Diagnose and resolve complex issues involving PLCs, HMIs, SCADA and industrial communication protocols such as Ethernet and DeviceNet.
- Identify and report design, reliability and maintenance problems or software bugs to design and software engineering teams to facilitate root-cause analysis and corrective action.
- Network and integration support: Assist with issues related to control system networking, including configuring communication devices and integrating control hardware with enterprise systems. Collaborate with electrical, mechanical and IT teams to ensure seamless integration.
- Advanced troubleshooting and support: Respond to situations where first-line support cannot isolate or fix problems in malfunctioning control systems.
- Field Engineering training: Develop and deliver training for the Field Engineering team on control system operation, maintenance, and configuration - building the technical notes, how-to guides, and reference materials that raise the team's capability to support the fleet independently.
- Customer liaison: Serve as a technical liaison to customers, providing guidance on operation, maintenance, and configuration of control systems; deliver remote training sessions and produce technical notes and how-to guides that improve customer understanding.
- Regulatory compliance: Ensure that control systems comply with safety and regulatory standards (e.g., OSHA, NFPA, IEC) and advise customers on best practices for safe operation.
- Documentation and knowledge management: Update knowledge base articles, create troubleshooting documentation and share insights with global support teams to build organisational knowledge.
- Continuous learning: Stay current on emerging control technologies, PLC/HMI software and industry trends to incorporate the latest advancements into support practices.
Minimum Qualifications- Bachelor's degree in electrical engineering, control systems engineering or a related technical discipline.
- 3+ years of experience in industrial automation or control systems support.
- Strong working knowledge of PLCs, HMIs, SCADA systems and control network protocols.
- Demonstrated ability to diagnose hardware, software and communication issues in control systems.
- Knowledge of safety regulations and standards for industrial control systems.
- Excellent communication and customer-service skills; ability to manage customer expectations and document resolutions.
- Ability to work collaboratively with cross-functional teams and maintain composure under pressure.
Preferred Skills & Experience- Prior startup experience.
- Twincat 3 Object Oriented Structured Text development.
- Solid conceptual understanding of 3d printing technology.
- Ability to read and contribute to electrical schematics.
- Self-starting attitude, excited to make things happen in new and ambiguous situations.
- Superior ability to influence and collaborate with senior management and work across all levels of the organization.
