Product Technical Support Engineer

Ingersoll Rand is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Product Support Engineer II - Technical Support and Enablement

Hampton, NJ

Imagine a company with technology leadership of over 160 years, yet it operates with the energy of a startup. Ingersoll Rand has dedicated itself to Making Life Better for its employees, customers, shareholders, and planets. We produce innovative and mission-critical flow creation and life science technologies - from compressors to precision handling of liquids, gasses, and powers - to increase industrial productivity, efficiency, and sustainability.

Supported by over 80+ brands, our products are used in various end-markets including life sciences, food and beverage, clean energy, industrial manufacturing, infrastructure, and more. Across the globe, we're driving growth with an entrepreneurial spirit and ownership mindset. Learn more at  and join us to own your future.

Power Tools and Lifting

The Product Support Engineer II helps customers, channel partners, service technicians, sales teams, and internal stakeholders successfully select, apply, install, operate, troubleshoot, maintain, and repair Power Tools and Lifting products. The role owns complex technical inquiries from initial diagnosis through documented resolution, minimizes customer downtime, and converts field experience into reusable knowledge and training assets that improve self-service, launch readiness, and the capability of others.

This is not solely a case-resolution role, and it is not an instructional-design position. It is a technical support and enablement role. The engineer is expected to solve the immediate problem, capture what was learned, and help turn that learning into clear articles, service guidance, job aids, demonstrations, and training content in partnership with Product Management, Engineering, Quality, Warranty, Sales, Marketing, and training resources.

• Own technical inquiries and escalations across phone, email, chat, remote-assist, and case-management channels.
• Diagnose mechanical, electrical, electromechanical, pneumatic, cordless, connected, controls, software, and communications issues using structured troubleshooting and available test tools.
• Provide product-selection, application, installation, configuration, maintenance, repair, conversion, and competitive-crossover guidance.
• Coordinate repair, replacement, return, warranty, field-service, or engineering escalation when needed, with clear ownership and proactive customer updates.
• Reproduce problems, document evidence, isolate likely causes, and provide complete technical handoffs when an issue requires another team.

• Create and maintain customer-facing and internal knowledge articles, FAQs, troubleshooting guides, service procedures, technical bulletins, quick-reference job aids, and reusable response templates.
• Convert recurring cases and field observations into durable content that reduces repeat contacts and improves first-contact resolution.
• Write in clear, plain language while preserving technical accuracy, safety requirements, revision control, and appropriate review and approval.
• Help govern product knowledge in the Help Center and related repositories, including identifying obsolete, duplicate, missing, or hard-to-find content.
• Use approved AI and digital tools to accelerate research, drafting, case summarization, and content maintenance while validating technical accuracy.

• Provide technical authorship and subject-matter expertise for sales, customer-support, distributor, and service-technician training.
• Develop technical outlines, demonstrations, lab exercises, knowledge checks, job aids, and source content that instructional-design or media partners can convert into polished learning experiences.
• Deliver or co-deliver live, virtual, recorded, and hands-on…