Customer Technical Support Specialist (CTS)

Versalogic Corp.
Tualatin, United States of America
15 days ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Senior

Job location

Tualatin, United States of America

Tech stack

C
X86 Architecture
Microsoft Windows
Software Debugging
Linux
Embedded Software
Firmware
Hardware Compatibility (Software Requirements)
Interoperability
Industry Standard Architecture
Python
Schematic Capture
Shell Script
Software Systems
Scripting (Bash/Python/Go/Ruby)
Software Troubleshooting
Information Technology
Cts+
Hardware Debugging

Job description

The Customer Technical Support Specialist is responsible for replicating, troubleshooting, and resolving complex hardware, firmware, and application-level issues ensuring reliable product performance and a high level of customer satisfaction. The ideal candidate combines strong hands-on hardware debugging expertise, advanced troubleshooting skills, and a passion for solving technical challenges., * Case Management & Documentation: Take ownership of customer support cases from initial report through to resolution, maintaining meticulous documentation of troubleshooting steps, investigation findings, and client communications in the CRM system

  • Hardware Debugging & Analysis: Perform hands-on component-level testing, diagnostic analysis, and debugging using test equipment, including oscilloscopes, multimeters, and programmable power supplies
  • Technical Troubleshooting: Diagnose and resolve complex issues related to embedded firmware, OS environments (Windows/Linux), and hardware-interoperability
  • Hardware Compatibility Investigations: Investigate and analyze compatibility issues between VersaLogic hardware and various third-party peripherals, hardware, and software solutions
  • Schematic Capture & Analysis: Utilize schematic data to diagnose and repair customer returned product
  • SLA Compliance: Proactively meet and exceed Service Level Agreements (SLAs) including response and resolution expectations
  • Collaboration & Reporting: Work cross-functionally with engineering and manufacturing teams to identify trends, report bugs, and improve product reliability

Requirements

Do you have experience in Equipment troubleshooting?, Do you have a High school diploma or GED?, * Education: High School Diploma/GED required. Associate's or Bachelor's degree in Electronics or Computer Science preferred

  • Experience: 6+ years of hands-on experience in technical support, focusing on hardware and software troubleshooting

Technical Skills:

  • Ability to use laboratory test equipment (Oscilloscopes, Multimeters, Power Supplies)
  • Deep knowledge of x86 architecture, ISA bus, PCI bus, and USB architectures
  • Strong competence in troubleshooting Linux and Windows operating systems
  • Proficiency in programming/scripting (C, Python, Linux shell scripting)

Manufacturing Knowledge:

  • Familiarity with manufacturing-based processes and RMA procedures
  • Exceptional verbal and written communication skills, with the ability to explain complex technical concepts to non-technical users
  • Ability to create, update, and maintain technical procedures and documentation

Benefits & conditions

Pulled from the full job description

  • Health insurance
  • Retirement plan
  • 401(k) matching
  • Paid time off
  • Dental insurance
  • Flexible spending account
  • Employee assistance program, * 401(k) matching
  • Dental insurance
  • Employee assistance program
  • Flexible spending account
  • Health insurance
  • Paid time off
  • Retirement plan

About the company

VersaLogic's team of high-tech folk design and manufacture high-reliability embedded computer boards for mission-critical applications across aeronautic, defense and medical industries.

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