Customer Support Escalation Engineer

Customer Support Escalation Engineer

Location: Duluth, GA

Department: Service

Reports to: Director of Customer Support

Type: Full-Time

Status: Exempt

Schedule: Hybrid 4 days in-office /1 day remote + On-call shift (including evenings and weekends) + on-demand travel

Salary: $92,000 - $100,000 + Bonus Eligible

Are you a technical expert who thrives in customer-facing roles? Do you love solving complex issues and helping teams deliver exceptional support? IPA is looking for a Customer Support Escalation Engineer-a key player within our Service & Support team-to take ownership of high-impact, unresolved customer issues.

This isn't an Engineering role, but you'll work closely with Engineering, Field Services, and Quality to bridge the gap between front-line support and product development. You'll be the final escalation point, ensuring even the toughest customer challenges are resolved with urgency, accuracy, and care.

What You'll Do

• Own high-priority escalations end-to-end: triage, troubleshoot, resolve, and communicate clearly at every step.
• Serve as the technical voice to the customer, delivering timely updates, setting expectations, and maintaining trust throughout the resolution process.
• Diagnose complex issues across IPA's hardware, software, and firmware-integrated systems.
• Collaborate with Engineering, Field Services, and Quality to replicate and resolve issues, escalate bugs, and recommend product improvements.
• Travel onsite (as needed) to support critical customer situations and ensure resolution with urgency and professionalism.
• Document root causes, action paths, and lessons learned in Salesforce, Jira, and internal knowledge systems.
• Mentor frontline support teams and contribute to training content, diagnostic tools, and internal knowledge sharing.
• Lead or support strategic customer-facing projects during non-escalation periods.

What You Bring

• Bachelor's degree in Engineering (Mechanical, Electrical, Mechatronics, or similar) OR an associate degree with 6+ years of technical support or field service experience OR 8+ years of progressive, hands-on experience in electromechanical troubleshooting in lieu of a degree.
• Deep experience diagnosing complex issues in machinery, firmware-enabled hardware, and software environments.
• Proficiency with tools like Salesforce and Jira, and comfort working across systems and schematics.
• Exceptional communication and customer service skills with a collaborative mindset.
• Strong initiative, critical thinking, and ability to manage multiple priorities with minimal supervision.

You'll Excel If You:

• Own problems with urgency and see them through to resolution.
• Stay calm and confident in high-pressure customer-facing situations.
• Collaborate with clarity and influence across engineering, field service, and customer teams.
• Share knowledge generously to elevate the capabilities of those around you.
• Advocate for the customer experience while driving systemic improvements internally.

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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.