Customer Support Escalation Engineer

IPA - Innovative Product Achievements • Johns Creek, GA

18h • $92,000 - $100,000 • Hybrid

About The Position

Customer Support Escalation Engineer is a key player within IPA's Service & Support team, responsible for taking ownership of high-impact, unresolved customer issues. This role bridges the gap between front-line support and product development, acting as the final escalation point to ensure complex customer challenges are resolved with urgency, accuracy, and care. While not an engineering role, it involves close collaboration with Engineering, Field Services, and Quality departments.

Requirements

• Bachelor’s degree in Engineering (Mechanical, Electrical, Mechatronics, or similar) OR an associate degree with 6+ years of technical support or field service experience OR 8+ years of progressive, hands-on experience in electromechanical troubleshooting in lieu of a degree.
• Deep experience diagnosing complex issues in machinery, firmware-enabled hardware, and software environments.
• Proficiency with tools like Salesforce and Jira, and comfort working across systems and schematics.
• Exceptional communication and customer service skills with a collaborative mindset.
• Strong initiative, critical thinking, and ability to manage multiple priorities with minimal supervision.

Nice To Haves

• Own problems with urgency and see them through to resolution.
• Stay calm and confident in high-pressure customer-facing situations.
• Collaborate with clarity and influence across engineering, field service, and customer teams.
• Share knowledge generously to elevate the capabilities of those around you.
• Advocate for the customer experience while driving systemic improvements internally.

Responsibilities

• Own high-priority escalations end-to-end: triage, troubleshoot, resolve, and communicate clearly at every step.
• Serve as the technical voice to the customer, delivering timely updates, setting expectations, and maintaining trust throughout the resolution process.
• Diagnose complex issues across IPA’s hardware, software, and firmware-integrated systems.
• Collaborate with Engineering, Field Services, and Quality to replicate and resolve issues, escalate bugs, and recommend product improvements.
• Travel onsite (as needed) to support critical customer situations and ensure resolution with urgency and professionalism.
• Document root causes, action paths, and lessons learned in Salesforce, Jira, and internal knowledge systems.
• Mentor frontline support teams and contribute to training content, diagnostic tools, and internal knowledge sharing.
• Lead or support strategic customer-facing projects during non-escalation periods.

Benefits

• Generous paid time off and company holidays
• Comprehensive healthcare coverage: medical, dental, vision, and Telemedicine
• Health Savings Account (HSA) with company contributions, plus optional FSA plans
• Company-paid life and disability insurance
• 401(k) with company match to support your retirement goals
• Employee Stock Purchase Plan (ESPP) own a piece of what you’re building
• Tuition reimbursement to support continued learning and development
• Paid parental leave for when your family grows
• Bonus Eligible

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree