Technical Support Engineer (OT)

The Technical Support Engineer - Operational Technology (OT) is a hands‑on technical specialist responsible for the reliability, performance, and OT network and firewall infrastructure across manufacturing facilities. The role focuses on incident response, maintenance, and proactive monitoring of OT networks and firewalls in close collaboration with plant engineers, IT/OT teams, and external vendors.

Operating in a dynamic manufacturing environment, the engineer executes standard support processes to resolve network issues, maintain cybersecurity compliance, and continuously improve operational procedures.

Success in this role requires strong foundational knowledge of OT networking and firewalls, along with a collaborative, service‑focused mindset.

Reports to:                           GIS Director, Manufacturing Security & Infrastructure

Span of Control:                 Individual contributor

Knowing Our Businesses and their Strategies  

• Develop and maintain a strong understanding of Owens Corning specific business processes and operations locally and globally
• Build relationships within the organization, cross-functionally, and with key business stakeholders; continuously enhance connection to remain aligned with core objectives
• Understand how IT/OT Security and services are directly aligned with the company's strategic objectives by regularly engaging with key business stakeholders

Executing Strategy

Maintenance and Troubleshooting

• Respond to incidents, requests, alerts, and outages to minimize operational downtime
• Perform preventive and corrective maintenance on OT network devices and firewalls
• Troubleshot OT network and security issues in collaboration with plant engineers, IT/OT teams, and vendors
• Review firewall and network logs; perform root cause analysis (RCA) and document findings for incidents
• Provide hands‑on support and maintain playbooks for key OT network and security platforms (e.g., Palo Alto)
• Deliver metrics, monthly performance dashboards, and guidance on network health and monitoring tools

Security/Network Performance Monitoring

• Monitor OT network and firewall performance using tools such as PRTG and NCM

• Configure dashboards, metrics, and alerting for plant and regional stakeholders
• Proactively identify and remediate misconfigurations, vulnerabilities, and performance issues
• Monitor network availability, utilization, throughput, latency, and OT backup solutions
• Manage and prioritize service‑level tickets; escalate issues as needed
• Validate compliance with cybersecurity and network standards
• Partner with SOC and vendors to ensure systems are patched, updated, and aligned with supported code versions

Standards and Processes

• Define, maintain, and continuously improve OT network and firewall SOPs

• Execute firewall and OT network change management, including impact assessment, testing, and rollback planning
• Support vendor platform oversight to minimize operational disruption
• Collaborate with plant teams and equipment vendors to understand network designs and change risk
• Oversee firewall commissioning and lifecycle management, including policy alignment, optimization, and cleanup

Service Excellence

• Deliver consistent, reliable service aligned with service level expectations

• Collaborate with IT/OT support teams, product owners, and architects on cross‑functional processes
• Build trust through clear communication, follow‑through, and user‑focused support
• Plan and execute maintenance activities that promote safe and reliable plant operations

Vendor Management 

• Maintain effective vendor and partner relationships to ensure timely support, system stability, and cost‑effective service delivery.

• Partner with OT vendors and suppliers to support troubleshooting, maintenance, and lifecycle management of OT networks and firewalls.
• Build and sustain vendor relationships that enhance service delivery.

Influencing in the Function

• Identify areas of waste (process, time, etc.) and ideate and execute action plans to create productivity

• Lead or participate in special projects that support the long-term strategic goals of the business and/or organization
• Identify opportunities to improve effectiveness, value, and perception of the function

Developing Talent

• Invest in personal growth and development, clearly focused on self-learning
• Always strive to elevate the capabilities of the team and GIS organization across the company, drive change management, and technology adoption

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in computer science, Information Technology, computer engineering, control systems engineering or equivalent experience in lieu of a degree

• 5 years of manufacturing IT and/or OT functional role
• 3 years of cybersecurity experience
• Hands-on experience with OT networks and Palo Alto firewalls

EXPERIENCE:

• Strong understanding of IT service management principles (ITIL), including change, incident, and problem management processes, and operational support models.
• Proven understanding firewall rules and applying network security best practices in OT environments
• Demonstrated ability to define, document, and implement technical standards, runbooks, and operating procedures
• Hands-on experience with ticketing systems, OT network monitoring tools, and firewall platforms supporting industrial environments
• Experienced in leading and coordinating the resolution of complex technical issues in collaboration with internal teams and external service providers

KNOWLEDGE, SKILLS, AND ABILITIES:

• Service‑oriented team player with strong interpersonal skills and operational flexibility
• Ability to support off‑hours work aligned to plant and end‑user requirements
• Proven experience supporting firewalls and networks in OT, ICS, or critical infrastructure environments
• Strong networking fundamentals (TCP/IP, VLANs, switching, routing)
• Knowledge of OT cybersecurity standards, best practices, and security architecture
• Understanding of OT protocols (MODBUS, DNP3, Ethernet/IP, PROFINET) in secure industrial deployments
• Familiarity with OT networking and industrial platforms (e.g., Cisco, Stratix, Rockwell)
• Strong troubleshooting, documentation, and technical communication skills
• Ability to operate effectively under production and operational constraints
• Understanding of OT security frameworks (e.g., ISA/IEC 62443), including segmentation and DMZ concepts
• Ability to analyze and respond to firewall alerts, logs, and monitoring outputs
• Ability to document and clearly communicate technical standards to both technical and non‑technical stakeholders
• Proven ability to execute and drive projects to completion
• Demonstrated ability to manage tasks effectively by setting clear priorities and meeting deadlines.
• Skilled in organizing work, staying focused on key objectives, and adjusting plans as needed to ensure timely completion of assignments.
• The ability to build trust, connections, and influence stakeholders
• Ability to make informed decisions within the scope of assigned responsibilities
• Demonstrates sound judgment in prioritizing tasks and resolving routine issues independently
• Takes ownership of work and follows through on commitments with minimal supervision
• Understands when to escalate complex issues and seeks guidance appropriately
• Exercises decision authority over day-to-day activities to ensure timely and effective execution
• Willingness to travel up to 10% as required

About Owens Corning  

Owens Corning is a residential and commercial building products leader committed to building a sustainable future through material innovation. Our products provide durable, sustainable, energy-efficient solutions that leverage our unique capabilities and market-leading positions to help our customers win and grow. We are global in scope, human in scale with more than 25,000 employees in 31 countries dedicated to generating value for our customers and shareholders and making a difference in the communities where we work and live. Founded in 1938 and based in Toledo, Ohio, USA, Owens Corning posted 2024 sales of $11.0 billion. For more information, visit www.owenscorning.com. 

Owens Corning is an equal opportunity employer. Except in limited circumstances such as formal apprenticeship programs, Owens Corning does not employ anyone under the age of 18.