Technical Support Analyst II (Hardware & Field Service)

📋 Description

• Travel to customer sites for new startups, on-site diagnostics, and hardware replacements.
• Investigate and resolve escalated hardware and firmware integration issues.
• Handle incoming support calls, emails, and screen shares to prioritize and resolve cases.
• Provide hands-on and remote advice on wiring and configuring hardware.
• Partner with engineering teams on testing, fault replication, and product development.
• Maintain detailed case logs and update knowledge base articles.

🎯 Requirements

• Proficient in hardware assembly, circuit/wiring diagnostics, low-voltage power supply, and
• Willingness to travel up to 50% for on-site startups and emergency troubleshooting.
• Flexibility to work adjusted shifts and join an on-call rotation (nights, weekends, and holidays).
• Clear technical communication skills for both technical and non-technical audiences.
• Strong customer service orientation.
• Strong analytical and critical thinking skills for root-cause diagnosis.

🎁 Benefits

• Unlimited Paid Time Off
• Paid Holidays
• 401(k) Retirement Plan
• Medical, Dental, and Vision Plans
• Short-term Disability, Accident, Hospital, and Cancer Insurance
• Live Near Your Work Home Buying Incentive