Technical Support Engineer

LayerZero Power Systems Inc•Aurora, OH

About The Position

LayerZero Power Systems, LLC is a leader in power management products for mission and process critical business applications. Our customer base is comprised of companies in the transaction processing, financial, computer service provision and semiconductor manufacture sectors. LayerZero provides innovative products to ensure ultimately high uptime of computers, servers, routers, communication equipment and other critical equipment. LayerZero manufactures “Best in Class” products representing high-end industrial solutions. LayerZero Power Systems is on a trajectory of sustained growth, with a loyal base of existing Fortune 100 customers and an expanding portfolio of new customers. To meet the challenge of growth and opportunities, LayerZero Power Systems is seeking additional Electrical Engineers to join the engineering team. Job Summary: 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. A successful candidate will have strong problem-solving skills, a solid understanding of LayerZero products and services, and a commitment to delivering 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 is a plus.

Responsibilities

The position will mostly interface with Customer Support Technicians (CST) for issues that require 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.
Occasional direct customer communications are expected.
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.