Technical Support Engineer

Job DescriptionJob DescriptionDescription:

***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 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: Technical Support Engineer

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:

• 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.
• Log, track, and document support requests and resolutions.
• Maintain a knowledge base of common issues and solutions.
• Assist in creating and updating product documentation and troubleshooting guides.

Skills & 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.
• Experience with software development or scripting is a plus.

Education:

• A bachelor’s degree in computer science, Computer Engineering, or Electrical Engineering is required, or equivalent experience

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.