Customer Technical Support Specialist (CTS)

Customer Technical Support (CTS) Specialist

VersaLogic's team of high-tech folk design and manufacture high-reliability embedded computer boards for mission-critical applications across aeronautic, defense and medical industries.

Job Summary
The Customer Technical Support Specialist is responsible for replicating, troubleshooting, and resolving complex hardware, firmware, and application-level issues ensuring reliable product performance and a high level of customer satisfaction. The ideal candidate combines strong hands-on hardware debugging expertise, advanced troubleshooting skills, and a passion for solving technical challenges.

Job Duties

• Case Management & Documentation: Take ownership of customer support cases from initial report through to resolution, maintaining meticulous documentation of troubleshooting steps, investigation findings, and client communications in the CRM system
• Hardware Debugging & Analysis: Perform hands-on component-level testing, diagnostic analysis, and debugging using test equipment, including oscilloscopes, multimeters, and programmable power supplies
• Technical Troubleshooting: Diagnose and resolve complex issues related to embedded firmware, OS environments (Windows/Linux), and hardware-interoperability
• Hardware Compatibility Investigations: Investigate and analyze compatibility issues between VersaLogic hardware and various third-party peripherals, hardware, and software solutions
• Schematic Capture & Analysis: Utilize schematic data to diagnose and repair customer returned product
• SLA Compliance: Proactively meet and exceed Service Level Agreements (SLAs) including response and resolution expectations
• Collaboration & Reporting: Work cross-functionally with engineering and manufacturing teams to identify trends, report bugs, and improve product reliability

Qualifications & Experience

• Education: High School Diploma/GED required. Associate’s or Bachelor’s degree in Electronics or Computer Science preferred
• Experience: 6+ years of hands-on experience in technical support, focusing on hardware and software troubleshooting

Technical Skills:

• Ability to use laboratory test equipment (Oscilloscopes, Multimeters, Power Supplies)
• Deep knowledge of x86 architecture, ISA bus, PCI bus, and USB architectures
• Strong competence in troubleshooting Linux and Windows operating systems
• Proficiency in programming/scripting (C, Python, Linux shell scripting)

Manufacturing Knowledge:

• Familiarity with manufacturing-based processes and RMA procedures
• Exceptional verbal and written communication skills, with the ability to explain complex technical concepts to non-technical users
• Ability to create, update, and maintain technical procedures and documentation

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Paid time off
• Retirement plan

Work Location: Hybrid remote in Tualatin, OR 97062