Technical Support Engineer I

Technical Support Engineer I Innovative Product Achievements, LLC (IPA) Duluth, GA Job Details Full-time $27 - $29 an hour 14 hours ago Benefits Paid parental leave Health savings account Employee stock purchase plan Paid holidays Disability insurance Health insurance Dental insurance Flexible spending account Tuition reimbursement Paid time off Parental leave Vision insurance 401(k) matching Qualifications Customer communication Teamwork Schematics Technical documentation Call center experience Customer relationship management (CRM) systems (technically supported) Electrical troubleshooting IP networking Linux Empathy Sensors Full Job Description Position Summary We're seeking a Technical Support Engineer I who thrives on solving complex, hands-on technical challenges. This contact center position focuses on system-level problem-solving, applying mechanical, electrical expertise to diagnose issues, and requires basic networking experience to resolve issues within IPA's automated healthcare technology — distinct from traditional IT support or engineering roles. The ideal candidate is an investigator at heart: analytical, mechanically curious, and relentless about uncovering true root causes — more than just patching symptoms. Comfortable working in a contact center environment. They bring a solid foundation in electromechanical systems pairing technical expertise with calm, confident communication that reassures customers in critical moments. What You'll Do Perform remote diagnostics on electromechanical, PLC-controlled, and motor-driven systems used in hospital environments. Analyze failures in motors, sensors, actuators, relays, and control systems, and utilize single-board computers (e.g., Raspberry Pi) for diagnostics and data capture using schematics, wiring diagrams, and PLC logic. Guide field technicians and hospital staff through systematic troubleshooting and electrical or connectivity testing procedures. Execute/document root cause analysis for recurring or complex equipment failures under guidance. Work cross-functionally with peers and internal teams to ensure effective communication and resolution of customer issues. Document findings and create troubleshooting guides, and knowledgebase articles in CRM systems to prevent repeat issues and improve service workflows. Serve as the primary technical contact for hospitals and service partners, providing calm, expert guidance during critical situations. Participate in an on-call rotation (including evenings and weekends) to ensure 24/7 system reliability and customer support. What You Bring Associate's or Bachelor's degree in Electrical, Mechanical, Mechatronics, or Industrial Technology (or equivalent technical experience). 2-4 years of experience troubleshooting industrial, electromechanical, or automation systems. Exposure to Raspberry Pi or embedded Linux for diagnostics preferred. Hands-on experience with motors, motor controllers, sensors, relays, control circuits, and system networking connectivity. Familiarity with PLC systems and ability to interpret ladder logic preferred. Experience working in a customer-facing or contact center environment providing technical or product support. Ability to read and interpret electrical schematics and mechanical drawings, and proficiency using diagnostic tools such as multimeters, oscilloscopes, and continuity testers. Understanding of basic networking concepts related to equipment communication (IP addressing, connectivity troubleshooting, device configuration). Strong written and verbal communication skills — able to explain complex technical issues clearly to both technical and non-technical audiences. Customer-first mindset with a calm, empathetic approach under pressure. Self-starter who takes ownership of issues and drives them to resolution independently. Relentless follow-through — staying on tough problems until finding the real answer, not just a quick fix.

You'll Excel If You:

Take charge when issues arise — don't wait to be told what needs fixing or who should fix it. Bring sustained intensity to every case — high urgency until fully resolved, never "good enough." Thrive on troubleshooting and uncovering the "why" behind every hardware or connectivity issue. Balance analytical rigor with hands-on problem-solving across mechanical, electrical, and networked systems. Communicate with clarity and composure in high-pressure situations — helping technicians and hospital staff feel supported and confident. Document meticulously and share knowledge to elevate team performance and prevent repeat issues. Are energized by fast-paced environments, visible impact, and continuous learning. Why Join IPA?: At IPA, you're not just joining a company, you're joining a mission-driven, inclusive culture dedicated to improving infection prevention and operational efficiency in healthcare. We invest in our people with meaningful work, a collaborative environment, and benefits that support both your personal and professional success. When you join IPA, you'll enjoy: Generous paid time off and company holidays Comprehensive healthcare coverage: medical, dental, vision, and Telemedicine Health Savings Account (HSA) with company contributions , plus optional FSA plans Company-paid life and disability insurance 401(k) with company match to support your retirement goals Employee Stock Purchase Plan (ESPP) own a piece of what you're building Tuition reimbursement to support continued learning and development Paid parental leave for when your family grows At IPA, we believe your career should be both meaningful and sustainable. If you're ready to make a real-world impact and grow with a company that invests in you, we'd love to meet you.

Location:

Duluth, GA Department:

Service - Customer Support (Contact Center) Reports to:

Technical Support Supervisor Type:

Full-Time Status:

Non-exempt Schedule:

Hybrid 3 days in-office /2 day remote + On-call shift (including evenings and weekends) + possible travel

Salary:

$ + 5%

Bonus Eligible Job Type:

Full-time Pay:

$27.00 - $29.00 per hour Application Question(s): Do you now, or will you in the future, require immigration sponsorship for work authorization (e.g., H-1B)? (If hired, verification will be required consistent with federal law.) If offered a position with the organization, are you willing to submit to pre-employment screening which may include but is not limited to: employment, education and salary verification; criminal background check; motor-vehicle record check; credit check; and drug screen (US and Canada only)? Our company has a mandatory

COVID-19

vaccination policy in place and will require proof of vaccination against

COVID-19

as part of the pre-employment background screening process. What is your minimum salary requirement? Are you at least 18 years old? (If no, you may be required to provide authorization to work. Do you have hands-on experience troubleshooting mechanical and electrical systems (not IT or software-only)? Have you performed or documented root cause analysis to resolve recurring issues? Do you have at least 3 years of experience supporting industrial automation or electromechanical systems? Have you worked in a customer-facing technical support or contact center environment? Can you confidently read electrical and mechanical schematics and guide others through troubleshooting remotely? This position offers a hybrid schedule with three days in the office and two days remote each week and includes participation in an on-call rotation for after-hours support. Are you comfortable working in a hybrid environment and being part of a shared on-call schedule? Ability to

Commute:

Duluth, GA 30097 (Required)

Work Location:

Hybrid remote in Duluth, GA 30097