What are the responsibilities and job description for the Technical Support Engineer I position at IPA™?
Technical Support Engineer I
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: $27-$29/hour 5% Bonus Eligible
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.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Salary : $27 - $29
