Sr. Technical Support Engineer - Inverter Based Products

Senior Technical Support Engineer

Apex Systems is seeking a Senior Technical Support Engineer to join our client, a leader within electrical products. This is a full time/direct hire role with the client. It will be onsite in the North Hills area of Pittsburgh. First couple months are 100% onsite, and then it will flex to hybrid (3 days a week onsite). Relocation assistance can be provided.

Role Summary

We're looking for a seasoned professional to lead technical support efforts for specialized products and services. This role involves resolving complex technical challenges, guiding product rollouts, and enhancing support systems. You'll act as a subject matter expert, mentor peers, and collaborate across teams to deliver high-impact solutions and outstanding customer service.

Key Responsibilities

• Lead Technical Support: Provide advanced system-level support for designated products to internal teams, service partners, and customers. Investigate and resolve complex field issues through coordinated efforts.
• Enhance Support Infrastructure: Develop troubleshooting documentation, training content, and process improvements. Deliver advanced technical training sessions.
• Facilitate Product Launches: Participate in design reviews and product introduction activities. Ensure seamless technical integration across departments.
• Oversee Issue Resolution: Manage product-related incidents from initial report through closure. Maintain performance metrics related to support cases.
• Generate Engineering Reports: Prepare detailed technical analyses tailored to customer needs. Identify recurring issues and recommend design enhancements.
• Distribute Technical Communications: Share updated procedures, software releases, bulletins, and engineering notices with relevant stakeholders.
• Cross-Team Collaboration: Serve as a technical liaison with global teams and product divisions.
• Support Investigations: Contribute expertise to root cause analysis efforts.
• On-Site Engagement: Provide hands-on support, conduct site testing, and deliver technical presentations.
• Promote Team Objectives: Represent the division positively through timely and cooperative interactions with internal teams, clients, and vendors.

Qualifications

• Education: Bachelor's degree in Electrical Engineering or a related field, plus 5+ years of experience in technical or field support or equivalent combination of education and experience.
• Experience & Skills: Deep understanding of product functionality, diagnostics, and troubleshooting. Proven leadership in managing technical support initiatives. Expertise in field testing, safety protocols, data analysis, and industry standards (e.g., UL, NEC, IEC). Strong analytical, communication, and presentation skills. Proficiency in Microsoft Office and ERP/MRP systems.

Benefits & Perks

• Health Coverage: Covers 90% of medical, dental, and vision plan costs.
• Retirement Savings: 401(k) plan with up to 4% company match.
• Time Off: Vacation eligibility after 90 days, plus 12 paid holidays annually.
• Professional Growth: Access to training programs and tuition assistance.
• Employee Wellness: Profit sharing, 24/7 fitness center access, and wellness initiatives for employees and families.