Skip to main content

Client Support Engineer

Job DescriptionJob DescriptionDescription:

***THIS JOB IS ON-SITE IN AURORA, OH***

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 data center (our main focus), 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: Client Support Engineer

The Field Service Support Engineer will be responsible for delivering exceptional technical support to customers, efficiently troubleshooting and resolving issues. If a resolution cannot be found, the specialist will collaborate with other departments to ensure timely and effective solutions. All incidents and their resolutions will be meticulously documented. The ideal candidate will possess strong problem-solving abilities, a deep understanding of LayerZero products and services, and a dedication to providing outstanding customer service.

Requirements:

Primary Duties:

  • The position will mostly interface with the Customer on issues that require in-depth product knowledge.
  • Respond promptly to customer inquiries
  • Troubleshoot and diagnose technical issues related to LayerZero products or services.
  • Escalate complex issues to appropriate teams
  • Provide step-by-step guidance to customers directly 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 customers.
  • Direct customer communication is 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 engineering teams to address customer concerns and provide feedback on recurring issues or improvement ideas.
  • Monitor common customer issues and provide feedback to help improve the products.

Experience & Skills:

  • Understanding of mechanical and electrical systems
  • Proven experience in technical support
  • Strong writing, editing, and proofreading skills with keen attention to detail.
  • Familiarity with documentation tools.
  • Ability to work independently and manage multiple projects simultaneously.

Education:

  • A bachelor’s degree in computer science or computer engineering is but not 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 , and we are committed to creating an inclusive environment for all employees.