Support Engineer

About the Role

We are seeking a skilled and resourceful Support Engineer to join our Manufacturing Engineering and Quality organization. This role serves as a technical field expert, performing high-level diagnostics and problem-solving for our cold plunge systems in customer and internal environments.

The Support Engineer bridges the gap between engineering, service, and customer experience-resolving complex technical issues, driving root cause investigations, and translating field insights into meaningful product and process improvements. You'll play a key role in ensuring the reliability and performance of every Plunge product in the field.

Key Responsibilities

Field Diagnostics and Technical Support

• Perform advanced in-field troubleshooting and root cause analysis on cold plunge systems, including refrigeration, electrical, and control systems.
• Act as the technical escalation point for customer service and field technicians, providing real-time diagnostic guidance and system-level insight.
• Document and communicate detailed findings through structured service reports and feedback channels.

Cross-Functional Collaboration

• Work closely with Engineering, Quality, and Manufacturing teams to replicate field failures and validate corrective actions.
• Translate field data into actionable design or process improvements to enhance reliability and customer satisfaction.
• Support development and maintenance of diagnostic tools, service procedures, and technical documentation.

Quality and Continuous Improvement

• Lead or support corrective and preventive action (CAPA) initiatives tied to field performance or recurring failure trends.
• Assist in maintaining systems for field failure tracking and performance metrics.
• Provide structured feedback to improve test methods, component validation, and production quality standards.
• Support pilot deployments, product updates, and firmware or component validation trials in the field.

Qualifications

Technical Requirements

• Bachelor's or Associate's degree in Mechanical, Electrical, or Mechatronics Engineering, or equivalent experience.
• Understanding of refrigeration systems, electrical controls, and embedded hardware diagnostics.
• Proficiency in interpreting schematics, wiring diagrams, and technical drawings.
• Hands-on experience using diagnostic tools for electrical and refrigeration analysis.

Soft Skills

• Excellent analytical and communication skills-able to clearly translate technical data into actionable insights.
• Strong sense of ownership with a bias for root cause resolution.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Comfortable in a fast-paced, dynamic environment where priorities shift rapidly.

Nice to Have

• 2+ years in technical support, field service, or diagnostic engineering with electromechanical systems.

• Experience with IoT-enabled systems, WiFi connectivity troubleshooting, or data-logging tools.
• Familiarity with R410A, R454B, or R32 refrigerants and refrigeration service procedures.

Exposure to ERP or service management systems (e.g., Net Suite, Zendesk, Jira).