Technical Support Engineer

LayerZero Power Systems.•Aurora, OH

About The Position

LayerZero Power Systems, LLC is a leader in power management products for mission and process critical business applications, serving companies in transaction processing, financial, computer service provision, and semiconductor manufacture sectors. LayerZero provides innovative products to ensure high uptime for critical equipment. The company is experiencing sustained growth and is seeking additional Electrical Engineers. The Technical Support Engineer is responsible for providing high-quality support to customers and resolving product-related issues. This role involves troubleshooting, diagnosing, and offering solutions to customer problems, requiring strong problem-solving skills, a solid understanding of LayerZero products and services, and a commitment to excellent customer service.

Requirements

Bachelor’s degree in Computer Science, Computer Engineering, or Electrical Engineering or equivalent experience
Understanding of mechanical and electrical systems
Proven experience in technical support
Strong writing, editing, and proofreading skills with a keen attention to detail.
Familiarity with documentation tools.
Ability to work independently and manage multiple projects simultaneously.
Excellent communication and interpersonal skills.

Nice To Haves

Experience with software development or scripting languages

Responsibilities

Interface mostly with Customer Support Technicians (CST) for issues requiring in-depth product knowledge.
Respond promptly to CST’s inquiries, providing assistance via email, phone or chat tools.
Troubleshoot and diagnose technical issues related to LayerZero products or services.
Escalate complex issues to appropriate teams (e.g. SW, R&D, Electrical, Mechanical).
Provide step-by-step guidance to customers directly or through CST's for resolving technical issues.
Analyze, replicate, and resolve issues to ensure a timely resolution for customers.
Log, track, and document support requests and resolutions.
Maintain a knowledge base of common issues and solutions.
Develop and maintain in-depth knowledge of LayerZero’s products and services.
Stay updated on product releases, updates, and new features to provide accurate information to CST's and customers.
Engage in occasional direct customer communications.
Effectively communicate technical information to less-technical customers.
Follow up with customers to ensure that issues have been resolved to their satisfaction.
Work closely with other engineering teams to address customer concerns and provide feedback on recurring issues or improvement ideas.
Assist in creating and updating product documentation and troubleshooting guides.
Monitor common customer issues and provide feedback to help improve the products.
Participate in SW development and testing when support-related workload is low.