Technical Support Engineer- Westbury, NY
About The Position
The Technical Support Engineer provides advanced technical and product support to customers, ensuring timely resolution of complex product and application issues. This role focuses on troubleshooting, issue investigation, and customer communication, working closely with Field Service, Engineering, and Product teams. The Technical Support Engineer plays a key role in maintaining high customer satisfaction, improving response times, and providing critical product feedback to support continuous improvement. This role requires strong knowledge of EIG (Electro Industries/GaugeTech) products or equivalent and their applications in power monitoring, energy management, and electrical distribution systems.
Requirements
- B.S. in Electrical Engineering or an Associate Degree in Electrical/Electronic Engineering.
- Minimum 3 years of experience in related technical or engineering roles.
- Working knowledge of industry communication protocols such as Modbus, IEC 61850, DNP, and BACnet.
- Excellent customer service experience in related businesses and customers
- Experience with troubleshooting product and application issues
- Understanding power systems, metering applications, industry standards, and electrical equipment.
- Excellent analytical, diagnostic, and troubleshooting abilities.
- Strong verbal and written communication skills, with the ability to explain technical issues to non‑technical users.
- Knowledge of power quality analysis, energy metering, and electrical distribution monitoring systems
- Experience with meter configuration, data logging strategies, and communication setup
- Familiarity with industrial and commercial energy management applications
Responsibilities
- Provide advanced technical and product support to customers via remote tools, phone, email, and on‑site support as needed
- Troubleshoot and diagnose complex hardware, firmware, and application issues to minimize customer downtime
- Triage incoming support cases, prioritize issues, and ensure timely resolution or escalation
- Serve as a technical liaison between customers, Engineering, R&D, Product Management, and Field Service teams
- Support engineering investigations by reproducing issues, collecting data, and validating corrective actions
- Coordinate and manage RMAs, including failure analysis and customer communication
- Facilitate efficient startup and commissioning of new installations, including remote commissioning support
- Review and create technical documentation such as troubleshooting guides, FAQs, application notes, and procedures
- Provide structured feedback on product performance, defects, and enhancement opportunities
- Train customer personnel on equipment operation, maintenance, and safe work practices
- Participate in support case reviews and contribute to process and product improvement initiatives
- Ensure compliance with company standards, safety policies, and quality requirement
Benefits
- competitive benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
