Technical Support Engineer

vaisalaoyj•Boston, MA

22h•$85,000 - $105,000•Hybrid

About The Position

Vaisala is a global leader in measurement instruments and intelligence helping industries, nations, people, and the planet to thrive. From predicting hurricanes to optimizing renewable energy production, our technology is used where it matters the most – from data centers, windfarms and laboratories to airports, the Arctic and even the surface of Mars. Vaisala is recognized in TIME Magazine's World's Best Companies in Sustainable Growth 2025 study. Our team of over 2,300 experts and 59 nationalities around the world is committed to taking every measure for the planet. Driven by our shared purpose, curiosity, and pioneering spirit, we stay ahead and make a difference. At Vaisala, you don't have to fit in to belong. We are currently searching for a Technical Support & Field Service Engineer to join our Technical Support – Liquid and Power team in our Burlington, Massachusetts office. This is a hybrid position with expectations for working both in the office and from home, including travel to customer sites. In this role, you will help our customers with a wide range of technical questions related to Vaisala’s Liquid and Power products and applications, provide after-sales support over the phone, via email, and using online tools (e.g., Zoom, Salesforce), and regularly travel to customer sites to deliver trainings and field services. You will play a key role in strengthening our Power and Liquid Measurements field service delivery capability in the AMER (North and South America) region and ensuring a high level of customer satisfaction.

Requirements

Bachelor's degree in technology (e.g., Electrical Engineering, Automation, Instrumentation, Mechanical Engineering, Chemistry) or an equivalent combination of education and experience.
Experience in technical support, field service, or commissioning for industrial instrumentation, process, or automation environments.
Hands-on mechanical engineering experience and comfort working with equipment in industrial environments.
Understanding of metrology, process industry, automation, chemistry, and related applications.
Absolute compliance with relevant safety protocols and standards.
Excellent customer relationship management and communication skills.
Strong problem-solving skills and a structured, analytical approach to troubleshooting.
Strong documentation skills (case notes, service reports, training materials).
Ability to effectively communicate and present technical information to both technical and non-technical audiences.
Self-motivated and able to work independently, while also collaborating effectively with local and global teams.
Willingness and ability to travel up to 50% of the time (including potential international travel).
Position may involve being exposed to loud noises, dangerous equipment, hazardous substances, and long periods of walking or standing.
Position requires a valid passport and occasional international travel

Responsibilities

Provide exceptional second-line technical support to our Liquid and Power customers in the Americas via phone, email, and remote tools.
Deliver high-class services at customer sites, including commissioning, maintenance, troubleshooting, training, and repairs.
Travel to customer sites approximately two weeks per month (up to 50% travel), with the opportunity to travel to our headquarters in Helsinki, Finland for product training.
Actively contribute to and promote best practices and continual service improvement within the Technical Support – Liquid and Power team.
Ensure that service quality and responsiveness meet or exceed key performance indicator (KPI) targets.
Collaborate closely with colleagues in Technical Support, Field Service, Sales, and Product Management to support customers with our entire portfolio, throughout the complete product lifecycle.
Provide second-line technical support for Liquid and Power measurement instruments and systems to customers, partners, and internal stakeholders.
Diagnose and resolve complex product and application issues, escalating to product specialists or R&D as needed.
Advise customers on correct installation, configuration, operation, and maintenance.
Use tools such as Zoom and TeamViewer to perform remote troubleshooting and training sessions.
Document all cases, solutions, and learnings in the appropriate systems and contribute to internal knowledge base content.
Perform on-site commissioning, inspections, maintenance, trainings, and repairs of Liquid and Power instruments and systems across the AMER region.
Conduct structured troubleshooting and root-cause analysis in the field to ensure reliable system performance.
Organize and deliver on-site customer training on products, applications, and best practices.
Support lifecycle services such as upgrades, retrofits, and service contract deliveries in cooperation with the broader service and sales teams.
Actively contribute to team best practices and continual service improvement initiatives.
Monitor service quality to ensure KPI targets are met or exceeded.
Provide structured feedback from the field to Product Management, Quality, and R&D to support continuous improvement.
Work closely with Sales, Partners, and Inside Sales on technical questions related to quotations and ongoing customer projects.