Support Engineer

About the Role We are seeking a skilled and resourceful Support Engineer to join our Manufacturing Engineering and Quality organization. This role serves as a technical field expert , performing high-level diagnostics and problem-solving for our cold plunge systems in customer and internal environments. The Support Engineer bridges the gap between engineering, service, and customer experience-resolving complex technical issues, driving root cause investigations, and translating field insights into meaningful product and process improvements. You ll play a key role in ensuring the reliability and performance of every Plunge product in the field. Key Responsibilities Field Diagnostics and Technical Support Perform advanced in-field troubleshooting and root cause analysis on cold plunge systems, including refrigeration, electrical, and control systems. Act as the technical escalation point for customer service and field technicians, providing real-time diagnostic guidance and system-level insight. Document and communicate detailed findings through structured service reports and feedback channels. Cross-Functional Collaboration Work closely with Engineering, Quality, and Manufacturing teams to replicate field failures and validate corrective actions. Translate field data into actionable design or process improvements to enhance reliability and customer satisfaction. Support development and maintenance of diagnostic tools, service procedures, and technical documentation. Quality and Continuous Improvement Lead or support corrective and preventive action (CAPA) initiatives tied to field performance or recurring failure trends. Assist in maintaining systems for field failure tracking and performance metrics. Provide structured feedback to improve test methods, component validation, and production quality standards. Support pilot deployments, product updates, and firmware or component validation trials in the field. Qualifications Technical Requirements Bachelor s or Associate s degree in Mechanical, Electrical, or Mechatronics Engineering , or equivalent experience. Understanding of refrigeration systems, electrical controls, and embedded hardware diagnostics. Proficiency in interpreting schematics, wiring diagrams, and technical drawings. Hands-on experience using diagnostic tools for electrical and refrigeration analysis. Soft Skills Excellent analytical and communication skills-able to clearly translate technical data into actionable insights. Strong sense of ownership with a bias for root cause resolution. Ability to work independently while collaborating effectively with cross-functional teams. Comfortable in a fast-paced, dynamic environment where priorities shift rapidly. Nice to Have 2+ years in technical support, field service, or diagnostic engineering with electromechanical systems. Experience with IoT-enabled systems , WiFi connectivity troubleshooting, or data-logging tools. Familiarity with R410A, R454B, or R32 refrigerants and refrigeration service procedures. Exposure to ERP or service management systems (e.g., NetSuite, Zendesk, Jira).