Tier 2 Hardware Support Engineer – Waterjet Machines

WAZER; City of Yonkers (NY); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Health insurance

Paid vacation

Paid holidays

Paid sick days

Overtime opportunities

WAZER equity

Advancement opportunities

Job summary

WAZER is seeking a Hardware Support Engineer in Yonkers, NY to serve as the Tier 2 bridge between users and engineering. You will diagnose hardware, software, and firmware issues remotely, escalate complex cases, and help refine support workflows.

You will maintain parts inventory and help improve our repair and documentation processes. The role emphasizes solving mechanical puzzles, improving user experience, and contributing to long-term support system improvements.

Qualifications

• 3+ years in a customer-facing technical support or field service role focusing on hardware.
• Able to explain complex engineering concepts to non-technical users.
• Proficient with mechanical assembly, electronics troubleshooting, and software/firmware analysis.
• Able to lift heavy (~60lbs) objects and team lift (~120lbs).
• Willing to commute to Yonkers, NY.

Responsibilities

• Diagnose and troubleshoot hardware, software, and firmware issues remotely via email, phone calls, and video calls to guide users through mechanical repairs.
• Act as the primary escalation point for complex technical issues that Tier 1 cannot resolve.
• Act as the first level of support for our Reseller Network.
• Deescalate sensitive situations with users.
• Document user problems and the actions taken to solve them and update troubleshooting procedures accordingly.
• Work with Product Development engineers to develop short term and long term solutions.
• Develop proactive web support content to help users solve common issues you’ve seen repeatedly.
• Manage and optimize our support systems to improve quality of support and response times.
• Maintain an inventory of replacement parts in our warehouse.

Skills

Hardware troubleshooting

Mechanical assembly

Electronics debugging

2D CAD

Communication

Remote diagnostics

Product escalation

Inventory management

Warehouse operations

CRM systems

Education

Technical degree

Tools

Zendesk

Salesforce

Job description

WAZER is seeking a Hardware Support Engineer in Yonkers, NY to serve as the Tier 2 bridge between users and engineering. You will diagnose hardware, software, and firmware issues remotely, escalate complex cases, and help refine support workflows.

You will maintain parts inventory and help improve our repair and documentation processes. The role emphasizes solving mechanical puzzles, improving user experience, and contributing to long-term support system improvements.