Technical Support Engineer — Hardware & SaaS Support

Embrava; New York (NY); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

PTO

Parental leave

401(k)

Job summary

Embrava, a company that connects digital systems with physical workplaces, is seeking an experienced Technical Support Engineer in New York. You will be the front line for resolving hardware, firmware, and platform issues, collaborating with Engineering and Product to implement effective fixes.

You will own customer inquiries across email, chat, and phone, manage tickets within SLA, support onboarding, and help build knowledge bases and playbooks as Embrava scales.

Qualifications

• 3–5 years of experience in technical support or related role.
• Experience with hardware and software products.
• Strong verbal and written communication.
• Ability to explain technical issues to non-technical customers.

Responsibilities

• Serve as primary contact for customer inquiries via email, chat, and phone.
• Diagnose and resolve hardware, firmware, and platform issues.
• Manage tickets within SLA and keep customers informed.
• Assist onboarding and commissioning for new customers.
• Create and maintain troubleshooting guides and knowledge base content.
• Track metrics and identify recurring issues for product/process improvements.
• Liaise between customers and Engineering/Product to feed back usage patterns.

Skills

Troubleshooting

Customer support

Communication

Prioritization

Cross-functional collaboration

Tools

Zendesk

Intercom

Freshdesk

Job description

Embrava, a company that connects digital systems with physical workplaces, is seeking an experienced Technical Support Engineer in New York. You will be the front line for resolving hardware, firmware, and platform issues, collaborating with Engineering and Product to implement effective fixes.

You will own customer inquiries across email, chat, and phone, manage tickets within SLA, support onboarding, and help build knowledge bases and playbooks as Embrava scales.