Technical Support Engineer

Job Description

About the Role

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As a Technical Support Engineer, you’ll join a team of sharp, curious problem-solvers who keep our customers running.

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Every ticket is a puzzle. Every call is a chance to dig into how the product really works—mechanically, electrically, and operationally. You’ll troubleshoot real systems, identify parts, and turn frustrated customers into loyal fans.

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The exciting part: You’ll do something most support roles don’t offer. You will help build our new AI-powered knowledge base that will define the next generation of intelligent troubleshooting at our company. You’ll learn more in your first six months here than most engineers learn in their first two years.

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\n What You'll Do Dai

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• lyTroubleshoot like an engineer: Diagnose hardware, mechanical, electrical, and software issues using schematics, manuals, and diagnostic tools to find the root cause—not just the symptom

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• s.Own the customer experience: Be the calm, capable voice for customers, field technicians, and distributors. Set clear expectations and turn tough calls into long-term relationship

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• s.Identify parts fast: Read exploded-view drawings and BOMs to identify exact replacement components, kits, and superseded parts in minute

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• s.Manage orders cleanly: Enter parts orders accurately into our ERP system while coordinating with warehouse, logistics, and accounting team

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• s.Build the future of AI support: Capture your case fixes in a structured way to train our machine-learning models. Partner with our digital engineering teams to test and improve AI-assisted troubleshooting tools and chatbot

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\n What You Bring (Skills & Abilit

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• ies)Technical Aptitude: Working knowledge of mechanical, electrical, and basic controls concepts. Ability to read schematics and use diagnostic tools like a digital multime

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• ter.Systems Familiarity: Comfortable picking up PC tools, Microsoft Office, and tech platforms. Experience with ERP/CRM software (Salesforce, SAP, NetSuite, ServiceNow, etc.) is a huge p

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• lus.AI Curiosity: Genuine interest in AI, machine learning, and large language models, with a desire to help shape automated knowledge ba

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• ses.Communication: Strong English written and verbal skills. You can explain a technical torque spec to a non-technical customer with e

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• ase.Business Math: Ability to calculate rates, ratios, and percentages for parts pricing and warrant

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\n Qualific

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• ationsEducation: Bachelor’s degree in Mechanical, Electrical, Industrial, Mechatronics, or a related engineering field OR an Associate’s degree with 1–2 years of relevant technical/service exper

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• ience.Mindset: A natural troubleshooter who gets curious instead of panicked when something b

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• reaks.Customer Focus: High empathy and patience under pre

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• ssure.Logistics: Valid driver’s license and clean driving record. Ability to travel occasionally to customer sites or training events (under

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10%).