Technical Support Engineer

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

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 elevate 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.

We are not offering sponsorship for this position. Also F1's and OPT is not eligible. Permanent Residents and US citizens only.