Technical Support Specialist

Triplett Test Equipment & Tools is seeking a Technical Support Specialist for our Merrimack, NH headquarters. This is a full-time, 100% on-site position combining technical writing and product documentation with hands‑on technical support and troubleshooting
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A major part of this role is developing and maintaining the technical materials our customers use to understand and successfully operate our products. You will work directly with Triplett products, Product Engineering, and technical information to create clear, accurate documentation, while also helping customers solve real-world application and product issues.

Because Triplett offers products across electrical test and measurement, environmental instrumentation, network and cable testing, thermal imaging, CCTV/security, and other technologies, we're looking for someone with strong technical aptitude who enjoys learning how products work and explaining them clearly to others.

• Draft, review, edit, and improve Quick Start Guides (QSGs)
• Write and maintain full user manuals
  , product documentation, and technical reference materials
• Create FAQs, application notes, technical articles, troubleshooting guides, and knowledge-base content
• Translate engineering information and product functionality into clear, easy-to-understand customer documentation
• Work with Product Engineering and other internal teams to verify technical accuracy
• Review existing documentation and identify areas that need clarification or improvement
• Use recurring customer questions and field issues to continuously improve manuals, QSGs, FAQs, and support materials

• Respond to pre-sale and post-sale technical questions by phone, email, and online support channels
• Help customers understand product operation, setup, specifications, and applications
• Troubleshoot product, software, configuration, and application issues
• Recommend appropriate Triplett products and solutions based on customer requirements
• Explain technical concepts clearly to customers with varying levels of technical experience
• Escalate product issues to Product Engineering when additional investigation is required

• Work directly with Triplett test and measurement products to understand operation and diagnose issues
• Replicate customer applications or reported problems in our office when necessary
• Diagnose hardware, software, setup, and field‑application issues
• Identify root causes and provide customers with clear, practical solutions
• Provide feedback to Product Engineering regarding recurring issues and opportunities for product improvement

• Associate degree, Bachelor's degree, technical certification, or equivalent hands‑on experience in electronics, electrical engineering technology, systems engineering, mechanical/systems maintenance, or a related technical field
• Approximately 2–5+ years of relevant experience in technical support, technical writing, field service, applications engineering, systems technology, or a related technical role
• Strong technical writing skills with experience creating user manuals, Quick Start Guides, technical documentation, or knowledge‑base content
• Strong technical aptitude and the ability to quickly learn unfamiliar products and technologies
• Strong written and verbal communication skills
• Structured, hands‑on approach to troubleshooting and problem solving
• Comfortable working directly with physical products, electronic equipment, and test instruments
• Ability to communicate technical information clearly to both technical and non‑technical users
• Ability to collaborate with Product Engineering, Sales, and other internal teams
• Must be able to work 100%…