Technical Support Engineer

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.

• 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.

• 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.

• 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…