What are the responsibilities and job description for the Technical Support Engineer position at FuturePlus Systems?
Company Description FuturePlus Systems is a premier supplier of test and measurement equipment focused on protocol analysis for high-speed computer buses. Founded in 1991, the company has grown to serve major computer OEMs around the world and maintains global sales offices. FuturePlus is headquartered in New Hampshire, with an office in Merrimack supporting engineering and customer-facing teams. The organization offers opportunities to work with cutting-edge technology and collaborate with leading hardware and systems manufacturers. Team members benefit from a technical, innovation-driven environment with an international customer base.
Role Description This is a full-time, on-site Technical Support Engineer role based in Merrimack, NH. The Technical Support Engineer will provide front-line support for customers using FuturePlus Systems’ test and measurement products, including diagnosing technical issues, analyzing data, and guiding customers through resolution steps. Daily responsibilities include responding to support tickets and phone inquiries, reproducing issues in a lab environment, performing root cause analysis, and documenting solutions and known issues. The role will collaborate closely with engineering and product teams to escalate complex problems, contribute to product improvements, and assist with firmware or software updates. The Technical Support Engineer will also help create and maintain support documentation, FAQs, and user guides, while ensuring timely, professional communication with customers.
Qualifications
Role Description This is a full-time, on-site Technical Support Engineer role based in Merrimack, NH. The Technical Support Engineer will provide front-line support for customers using FuturePlus Systems’ test and measurement products, including diagnosing technical issues, analyzing data, and guiding customers through resolution steps. Daily responsibilities include responding to support tickets and phone inquiries, reproducing issues in a lab environment, performing root cause analysis, and documenting solutions and known issues. The role will collaborate closely with engineering and product teams to escalate complex problems, contribute to product improvements, and assist with firmware or software updates. The Technical Support Engineer will also help create and maintain support documentation, FAQs, and user guides, while ensuring timely, professional communication with customers.
Qualifications
- Candidates should possess strong Technical Support and Troubleshooting skills, with the ability to diagnose and resolve hardware and software issues.
- Candidates should possess solid Analytical Skills to interpret logs, test results, and protocol traces, and to perform methodical root cause analysis.
- Candidates should possess effective Customer Support and Customer Service skills, including clear communication, follow-through, and a customer-focused mindset.
- Experience with computer hardware, high-speed buses, or protocol analysis tools is highly beneficial.
- Familiarity with operating systems (such as Windows or Linux) and basic scripting or automation is a plus.
- Excellent written and verbal communication skills, with the ability to explain complex technical concepts in accessible language.
- Ability to work on-site in Merrimack, NH, collaborate with cross-functional teams, and manage multiple support cases simultaneously.
- Associate or bachelor’s degree in engineering, computer science, information technology, or a related field, or equivalent practical experience.