Technical Support Engineer I

IPA - Innovative Product Achievements; Duluth (GA); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Paid time off

Healthcare coverage

HSA with company contributions

Life and disability insurance

401(k) with company match

Employee Stock Purchase Plan (ESPP)

Tuition reimbursement

Paid parental leave

Job summary

IPA - Innovative Product Achievements in Duluth, GA seeks a Technical Support Engineer I who thrives on solving complex electromechanical challenges in a contact-center environment. You will perform remote diagnostics on PLC-controlled hospital systems and guide field staff through systematic troubleshooting.

You will document root cause analyses and contribute to knowledge bases while coordinating with cross-functional teams to resolve issues promptly, including after-hours on-call rotations.

Qualifications

• Associate's or Bachelor's degree in Electrical, Mechanical, Mechatronics, or Industrial Technology (or equivalent technical experience).
• 2–4 years 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 in 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 like multimeters and oscilloscopes.
• Understanding of basic networking concepts related to equipment communication (IP addressing, connectivity troubleshooting).
• Strong written and verbal communication skills.

Responsibilities

• Perform remote diagnostics on electromechanical, PLC-controlled systems used in hospital environments.
• Analyze failures in motors, sensors, actuators, relays, and control systems; use Raspberry Pi for diagnostics and data capture.
• Guide field technicians and hospital staff through systematic troubleshooting and testing procedures.
• Execute/document root cause analysis for recurring or complex equipment failures under guidance.
• Work cross-functionally with peers and internal teams for effective communication and resolution.
• Document findings and create troubleshooting guides and knowledgebase articles in CRM systems.
• Serve as primary technical contact for hospitals and service partners, providing expert guidance in critical situations.
• Participate in an on-call rotation (including evenings and weekends) to ensure 24/7 reliability.

Skills

Troubleshooting

Diagnostic skills

Customer-facing

Communication

Networking basics

Schematic reading

Education

Associate's or Bachelor's degree in Electrical/Mechanical/Mechatronics or Industrial Technology

Tools

PLC systems

Oscilloscopes

Multimeters

Raspberry Pi

Embedded Linux

Diagnostic tools

Job description

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 offand company holidays
• Comprehensive healthcare coverage:medical, dental, vision, and Telemedicine
• Health Savings Account (HSA)withcompany contributions, plus optional FSA plans
• Company-paid life and disability insurance
• 401(k) with company matchto support your retirement goals
• Employee Stock Purchase Plan (ESPP)own a piece of what you're building
• Tuition reimbursementto support continued learning and development
• Paid parental leavefor 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
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