Technical Support Engineer I

Position Summary

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.

What You’ll Do

• 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.

What You Bring

• 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.

You’ll Excel If You:

• 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 hospital staff feel supported and confident.
• Document meticulously and share knowledge to elevate team performance and prevent repeat issues.
• Are energized by fast-paced environments, visible impact, and continuous learning.

Why Join IPA?:

At IPA, you're not just joining a company, you're joining a mission-driven, inclusive culture dedicated to improving infection prevention and operational efficiency in healthcare. We invest in our people with meaningful work, a collaborative environment, and benefits that support both your personal and professional success.

When you join IPA, you’ll enjoy:

• Generous paid time off and company holidays
• Comprehensive healthcare coverage: medical, dental, vision, and Telemedicine
• Health Savings Account (HSA) with company contributions, plus optional FSA plans
• Company-paid life and disability insurance
• 401(k) with company match to support your retirement goals
• Employee Stock Purchase Plan (ESPP) own a piece of what you’re building
• Tuition reimbursement to support continued learning and development
• Paid parental leave for when your family grows

At IPA, we believe your career should be both meaningful and sustainable. If you're ready to make a real-world impact and grow with a company that invests in you, we’d love to meet you.

Location: Duluth, GA

Department: Service – Customer Support (Contact Center)

Reports to: Technical Support Supervisor

Type: Full-Time

Status: Non-exempt

Schedule: Hybrid 3 days in-office /2 day remote + On-call shift (including evenings and weekends) + possible travel

Salary: $ + 5% Bonus Eligible

Job Type: Full-time

Pay: $27.00 - $29.00 per hour

Application Question(s):

• Do you now, or will you in the future, require immigration sponsorship for work authorization (e.g., H-1B)? (If hired, verification will be required consistent with federal law.)
• If offered a position with the organization, are you willing to submit to pre-employment screening which may include but is not limited to: employment, education and salary verification; criminal background check; motor-vehicle record check; credit check; and drug screen (US and Canada only)?
• Our company has a mandatory COVID-19 vaccination policy in place and will require proof of vaccination against COVID-19 as part of the pre-employment background screening process.
• What is your minimum salary requirement?
• Are you at least 18 years old? (If no, you may be required to provide authorization to work.
• Do you have hands-on experience troubleshooting mechanical and electrical systems (not IT or software-only)?
• Have you performed or documented root cause analysis to resolve recurring issues?
• Do you have at least 3 years of experience supporting industrial automation or electromechanical systems?
• Have you worked in a customer-facing technical support or contact center environment?
• Can you confidently read electrical and mechanical schematics and guide others through troubleshooting remotely?
• This position offers a hybrid schedule with three days in the office and two days remote each week and includes participation in an on-call rotation for after-hours support. Are you comfortable working in a hybrid environment and being part of a shared on-call schedule?

Ability to Commute:

• Duluth, GA 30097 (Required)

Work Location: Hybrid remote in Duluth, GA 30097