Customer Support Escalation EngineerLocation: Duluth, GA
Department: Service
Reports to: Director of Customer Support
Type: Full-Time
Status: Exempt
Schedule: Hybrid 4 days in-office /1 day remote + On-call shift (including evenings and weekends) + on-demand travel
Salary: $92,000 - $100,000 + Bonus Eligible
Are you a technical expert who thrives in customer-facing roles? Do you love solving complex issues and helping teams deliver exceptional support? IPA is looking for a
Customer Support Escalation Engineer-a key player within our
Service & Support team-to take ownership of high-impact, unresolved customer issues.
This isn't an Engineering role, but you'll work closely with Engineering, Field Services, and Quality to bridge the gap between front-line support and product development. You'll be the final escalation point, ensuring even the toughest customer challenges are resolved with urgency, accuracy, and care.
What You'll Do- Own high-priority escalations end-to-end: triage, troubleshoot, resolve, and communicate clearly at every step.
- Serve as the technical voice to the customer, delivering timely updates, setting expectations, and maintaining trust throughout the resolution process.
- Diagnose complex issues across IPA's hardware, software, and firmware-integrated systems.
- Collaborate with Engineering, Field Services, and Quality to replicate and resolve issues, escalate bugs, and recommend product improvements.
- Travel onsite (as needed) to support critical customer situations and ensure resolution with urgency and professionalism.
- Document root causes, action paths, and lessons learned in Salesforce, Jira, and internal knowledge systems.
- Mentor frontline support teams and contribute to training content, diagnostic tools, and internal knowledge sharing.
- Lead or support strategic customer-facing projects during non-escalation periods.
What You Bring- Bachelor's degree in Engineering (Mechanical, Electrical, Mechatronics, or similar) OR an associate degree with 6+ years of technical support or field service experience OR 8+ years of progressive, hands-on experience in electromechanical troubleshooting in lieu of a degree.
- Deep experience diagnosing complex issues in machinery, firmware-enabled hardware, and software environments.
- Proficiency with tools like Salesforce and Jira, and comfort working across systems and schematics.
- Exceptional communication and customer service skills with a collaborative mindset.
- Strong initiative, critical thinking, and ability to manage multiple priorities with minimal supervision.
You'll Excel If You:- Own problems with urgency and see them through to resolution.
- Stay calm and confident in high-pressure customer-facing situations.
- Collaborate with clarity and influence across engineering, field service, and customer teams.
- Share knowledge generously to elevate the capabilities of those around you.
- Advocate for the customer experience while driving systemic improvements internally.
