Lead Technical Support Engineer, Manufacturing Information Systems - Ciudad Juarez

Our Team

The Fulfillment Support Group is a Tier 2 Technical Support team providing specialized support to Fulfillers across MIS and Logistics products. The team resolves complex technical issues, manages escalations and ensures stable, efficient fulfillment operations through proactive support and technical expertise. It also supports and helps customers with product setup, configuration and enablement. Overall, the team plays a key role in maintaining operational continuity and enabling successful adoption of Fulfillment products.

The Lead Implementation Support Engineer (Squad Lead) provides technical and operational leadership for the Implementation Support team, ensuring successful deployment, configuration, validation and stabilization of UI-based workflow solutions across customer and manufacturing environments.

What You Will Do

• Provide technical leadership for customer and manufacturing site implementations.
• Lead the deployment, configuration, testing, rollout, and stabilization of UI-based manufacturing applications.
• Guide Implementation Support Engineers in configuring workflows, operator UIs, business rules, integrations, user roles, permissions, and application settings.
• Serve as the highest technical escalation point for complex or high-risk implementation issues, partnering with Engineering on product defects.
• Establish and maintain implementation standards, patterns, and best practices across the team.
• Partner with Manufacturing Operations, IT, Product, and Engineering to understand production processes and translate requirements into effective solutions.
• Validate application functionality and troubleshoot configuration, deployment, and production issues.
• Monitor implementation milestones, proactively identify risks, and ensure timely delivery.
• Develop and maintain implementation documentation, SOPs, configuration guides, and knowledge resources.
• Train end users and manufacturing supervisors on application functionality and best practices.
• Identify opportunities to improve implementation processes, application usability, and customer experience.
• Provide customer and manufacturing feedback to Product and Engineering to inform product enhancements.
  
  

Your Qualifications

At Cimpress, we are striving to hire individuals that add new ideas and perspectives to our teams and enhance our culture. No matter your background or work experience, we strongly encourage you to apply—even if you feel that you don’t meet the exact requirements or have the same qualifications. You might be a great candidate for this or other opportunities.

• 6+ years of experience in application implementation, technical support, software deployment or systems engineering.
• Experience configuring enterprise or web-based applications.
• Understanding of client-server architecture and REST APIs.
• Familiarity with AWS cloud platform and version control tools such as Git.
• Basic knowledge of SQL for data validation and troubleshooting.
• Familiarity with Windows and Linux environments.
• Excellent communication and stakeholder management abilities.
• Ability to work with cross-functional technical and business teams.
• Willingness to travel to manufacturing sites as required.
  
  

Nice to Have

• Bachelor's degree in Computer Science, Information Technology, Electronics, Industrial Engineering, or a related field.
• Experience with Manufacturing Systems, Factory Automation or Industrial Software.
• Experience with Agile/Scrum methodologies.
• Experience using ticketing tools such as Jira or Zendesk.
  
  

Why You'll Love Working Here

We encourage our engineers to think like owners – to continue to act small as we grow. Every team defines their own roadmaps, and uses the programming languages and technologies that suit them best. This helps us have a big impact at the enterprise level while still feeling small and nimble. We have a Remote-First operating model and culture, with team members in over 15 countries and 30 US states, offering autonomy and the flexibility to work from home. Cimpress also provides collaboration spaces for team members to work physically together.

About Us

Led by founder and CEO Robert Keane, Cimpress invests in and helps build customer-focused, entrepreneurial mass customization businesses. Cimpress Technology develops cutting-edge, best-in-world software that our mass customization businesses use to create personalized physical (and digital) products, for over 17 million global customers. Our businesses can choose the solutions that work for them, or assemble any custom combination they need. This makes it easier and faster to do things like introduce new products, reach customers and track orders. And this kind of innovation keeps customers coming back.

Commitment to Diversity, Equity, & Inclusion

Cimpress exists to help our customers live their dreams. Each dream is unique – and the Cimpress team needs to be as well. We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to role model and live an inclusive culture of fairness, respect and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea.

Equal Opportunity Employer

Cimpress Technology, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.

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