Customer Support Engineer

About Whitefox

Whitefox is pioneering the journey to a net zero future through purpose-driven biofuel engineering innovation. Our cutting-edge technology is transforming energy sustainability and creating a cleaner, greener world.

Our purpose is to develop efficient industrial solutions which benefit owners, customers, and the planet at large through producing more from less.

Our mission is to deliver solutions that simplify and increase the efficiency of production, to reduce energy and water consumption, achieve Net Zero emissions and make industry more profitable.

The role

Across the Midwest, the Customer Support Engineer is responsible for supporting the successful operation and performance of Whitefox systems at customer production facilities. The role bridges engineering design and real-world operations by providing hands-on technical support, troubleshooting, commissioning assistance, and continuous improvement recommendations to ensure safe, efficient, and reliable system performance across the customer lifecycle.

Department Responsibilities

The Operations team is responsible for enabling reliable project and business execution by managing internal processes, systems, and resources. The team partners closely with other departments to improve efficiency, manage costs, and ensure high standards of quality across all deliverables.

Position Responsibilities

• Represent Whitefox Blueprint values, standards, and safety culture to customers and external stakeholders during site visits and support activities.
• Conduct on-site data collection, performance evaluations, and process reviews to assess system operation and identify improvement opportunities.
• Support commissioning and startup activities, ensuring facilities are brought online safely and effectively.
• Lead troubleshooting activities to resolve operational issues and minimize downtime.
• Identify opportunities for production capacity improvement, energy efficiency, and process optimization.
• Develop and maintain Standard Operating Procedures (SOPs), operating guidelines, and programming guidance for ICE systems.
• Provide technical input to engineering teams to ensure designs are practical, operable, and aligned with real-world operating conditions.
• Maintain strong customer relationships through regular engagement, site visits, and responsive technical support.
• Support the development and delivery of operator training materials and on-site training sessions.
• Collaborate with internal teams to feed customer insights and operational learnings into product, process, and system improvements.
• Collaborate with the sales team to support customer discussions related to system operations, maintenance and lifecycle performance.

Qualifications and Professional Experience Required

• Education: Bachelor's degree in Chemical Engineering.
• Experience: Minimum 5 years of hands-on experience in an operating production facility, preferably in biofuels, chemical processing, or a related industrial environment.
• Technical: Strong understanding of industrial process systems, control strategies, and plant operations.
• Travel: Willingness and ability to travel regularly to customer sites across North America.
• Location: Midwest-based candidates preferred due to proximity to core customer base.

Competencies

• Strong troubleshooting and problem-solving capability in operating plant environments.
• Ability to translate engineering concepts into practical, operable solutions.
• Excellent verbal and written communication skills for customer-facing interactions.
• Strong organizational skills, ability to analyze large datasets and operational trends.
• Ability to work independently while collaborating effectively within cross-functional teams.
• Sound judgement and decision-making under operational and time-sensitive conditions.
• Ability to prioritize tasks and meet demanding deadlines.
• High attention to detail and commitment to safety, quality, and operational excellence.