Technical Support Engineer I

Technical Support Engineer I

Location: Duluth, GA

Department: Service – Customer Support (Contact Center)

Reports to: Technical Support Supervisor

Type: Full-Time

Status: Non-exempt

Schedule: Hybrid 3 days in-office /2 day remote + On-call shift (including evenings and weekends) + possible travel

Salary: $27-$29/hour + 5% Bonus Eligible

Position Summary

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 ...