Tier 2 Hardware Support Engineer — Industrial Machinery

WAZER; City of Yonkers (NY); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Employee Health Insurance

Paid Vacation

Paid Holidays

Paid Sick Days

Overtime opportunities

WAZER equity (stock options)

Advancement opportunities

Job summary

WAZER is seeking a Tier 2 Hardware Support Engineer in Yonkers, NY to bridge users and our engineering team. You will handle challenging mechanical and hardware escalations, guide customers through repairs, and drive improvements in processes and tools.

You will document issues, contribute to troubleshooting playbooks, and work closely with Product Development to reduce recurrence and improve support quality for our waterjet machines.

Qualifications

• 3+ years in a customer-facing technical support or field service role.
• Able to explain complex technical issues to non-technical users.
• Strong verbal and written communication translating engineering ideas into clear guidance.
• Proficient in mechanical assembly, electronics troubleshooting, and software/firmware root-cause analysis.
• Willing to work independently and stay organized while handling multiple escalations.
• Experience with 2D CAD software.
• Able to lift heavy objects and commute to Yonkers, NY.

Responsibilities

• Diagnose and troubleshoot hardware remotely via email, phone, and video calls.
• Serve as primary escalation point for Tier 1 issues.
• Act as first-level support for reseller network.
• Deescalate sensitive situations with users.
• Document problems and update troubleshooting procedures.
• Collaborate with Product Development to craft short and long-term fixes.
• Develop proactive web content to help users resolve common issues.
• Maintain and optimize support systems and inventory of replacement parts.

Skills

Customer-facing support

Non-technical communication

Verbal and written communication

Mechanical assembly

Electronics troubleshooting

Firmware/root-cause analysis

2D CAD

Heavy lifting

Yonkers commute

Education

Technical degree or equivalent experience

Tools

Zendesk

Salesforce

Job description

WAZER is seeking a Tier 2 Hardware Support Engineer in Yonkers, NY to bridge users and our engineering team. You will handle challenging mechanical and hardware escalations, guide customers through repairs, and drive improvements in processes and tools.

You will document issues, contribute to troubleshooting playbooks, and work closely with Product Development to reduce recurrence and improve support quality for our waterjet machines.