On-Site Tech Support Engineer: Hardware & Protocols

FuturePlus Systems; Merrimack (NH); On-site; USD 65,000 - 90,000; Full time

Job summary

FuturePlus Systems in Merrimack, NH seeks a full-time Technical Support Engineer to provide front-line assistance for customers using our test and measurement products. You will diagnose issues, analyze data, reproduce problems in a lab, and guide customers through resolution steps.

Daily duties include responding to support tickets and phone inquiries, performing root cause analysis, documenting solutions, and collaborating with engineering and product teams to drive improvements.

Qualifications

• Strong technical support and troubleshooting ability to diagnose and resolve hardware/software issues.
• Solid analytical skills to interpret logs, results, and protocol traces for root-cause analysis.
• Excellent customer service skills with clear communication and follow-through.
• Experience with computer hardware, high-speed buses, or protocol analysis tools is beneficial.
• Familiarity with Windows or Linux and basic scripting is a plus.

Responsibilities

• Respond to support tickets and phone inquiries in a timely manner.
• Reproduce issues in a lab environment and perform root-cause analysis.
• Document solutions and known issues for knowledge base.
• Collaborate with engineering and product teams to drive product improvements.
• Assist with firmware/software updates and maintain support documentation.

Skills

Technical Support

Troubleshooting

Analytical Skills

Customer Service

Communication

Protocol Analysis

Windows/Linux

Scripting

On-site Work

Lab Diagnostics

Education

Associate or Bachelor’s degree in engineering/computer science/IT

Tools

Protocol analysis tools

Job description

FuturePlus Systems in Merrimack, NH seeks a full-time Technical Support Engineer to provide front-line assistance for customers using our test and measurement products. You will diagnose issues, analyze data, reproduce problems in a lab, and guide customers through resolution steps.

Daily duties include responding to support tickets and phone inquiries, performing root cause analysis, documenting solutions, and collaborating with engineering and product teams to drive improvements.