Customer Support Escalation Engineer

Customer Support Escalation Engineer

Are you a technical expert who thrives in customer-facing roles? Do you love solving complex issues and helping teams deliver exceptional support? IPA is looking for a Customer Support Escalation Engineer—a key player within our Service & Support team—to take ownership of high-impact, unresolved customer issues.

This isn’t an Engineering role, but you’ll work closely with Engineering, Field Services, and Quality to bridge the gap between front-line support and product development. You'll be the final escalation point, ensuring even the toughest customer challenges are resolved with urgency, accuracy, and care.

What You’ll Do

• Own high-priority escalations end-to-end: triage, troubleshoot, resolve, and communicate clearly at every step.
• Serve as the technical voice to the customer, delivering timely updates, setting expectations, and maintaining trust throughout the resolution process.
• Diagnose complex issues across IPA’s hardware, software, and firmware-integrated systems.
• Collaborate with Engineering, Field Services, and Quality to replicate and resolve issues, escalate bugs, and recommend product improvements.
• Travel onsite (as needed) to support critical customer situations and ensure resolution with urgency and professionalism.
• Document root causes, action paths, and lessons learned in Salesforce, Jira, and internal knowledge systems.
• Mentor frontline support teams and contribute to training content, diagnostic tools, and internal knowledge sharing.
• Lead or support strategic customer-facing projects during non-escalation periods.

What You Bring

• Bachelor’s degree in Engineering (Mechanical, Electrical, Mechatronics, or similar) OR an associate degree with 6 years of technical support or field service experience OR 8 years of progressive, hands-on experience in electromechanical troubleshooting in lieu of a degree.
• Deep experience diagnosing complex issues in machinery, firmware-enabled hardware, and software environments.
• Proficiency with tools like Salesforce and Jira, and comfort working across systems and schematics.
• Exceptional communication and customer service skills with a collaborative mindset.
• Strong initiative, critical thinking, and ability to manage multiple priorities with minimal supervision.

You’ll Excel If You:

• Own problems with urgency and see them through to resolution.
• Stay calm and confident in high-pressure customer-facing situations.
• Collaborate with clarity and influence across engineering, field service, and customer teams.
• Share knowledge generously to elevate the capabilities of those around you.
• Advocate for the customer experience while driving systemic improvements internally.

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.