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Technical Support Engineer

Technical Support Engineer

LayerZero Power Systems, Inc.Aurora, OH, US
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Description

THIS IS AN ON-SITE POSITION LOCATED IN AURORA, OHIO

About Us

LayerZero Power Systems Inc. is a globally recognized leader in providing state-of-the-art power distribution solutions for critical industries. With a strong focus on reliability, innovation, and customer satisfaction, we deliver advanced power systems products that ensure uninterrupted and dependable power supply in mission-critical environments. Our customer base is comprised of companies in the transaction processing, financial, computer service provision and semiconductor manufacturing sectors. LayerZero Power Systems is on a trajectory of sustained growth, with a loyal customer base of existing Fortune 100 customers and an expanding portfolio of new customers.

Position Description

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 Power Systems products and services, and a commitment to delivering excellent customer service.

Requirements

Primary Duties :

This position embodies the following primary duties :

Customer Support

  • The position will mostly interface with Customer Support Technicians (CST) for issues that require in-depth product knowledge.
  • Respond promptly to CSTs' 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 CSTs for resolving technical issues.

Issue Resolution

  • 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
  • Product Expertise

  • 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 CSTs and customers.
  • Customer Communication

  • 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.
  • Collaboration

  • 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.
  • Experience & Skills

  • 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.
  • Experience with software development or scripting languages is a plus.
  • Ability to work independently and manage multiple projects simultaneously.
  • Excellent communication and interpersonal skills.
  • Education

  • A bachelor's degree in computer science, Computer Engineering, or Electrical Engineering is required.
  • What We Offer

  • Competitive pay with performance incentives
  • 100% company-paid medical, dental, and vision
  • 401(k) with company match
  • 3 weeks PTO, 8 paid holidays, and 2 floating holidays
  • Why You Will Love Working with Us

  • Impact : Develop your skills and expertise in a rapidly growing industry, with your work directly influencing the success of mission-critical projects.
  • Innovation : Immerse yourself in an environment that celebrates forward-thinking and continuous improvement.
  • Collaborative spirit : Work closely with engineers, marketers, and other professionals to bring ideas to life.
  • Grow with us : We are committed to your personal and professional development, offering endless opportunities to improve your skills and advance your career
  • At LayerZero, we are proud to be an Equal Opportunity Employer. We welcome and celebrate diversity, and we are committed to creating an inclusive environment for all employees.

    Salary Description

    $70,000 to $90,000 per year

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