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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist (Electrical Experience Needed) - Oxford, MA - **Company:** IPG Photonics Corporation - **Location:** Oxford, MA, United States - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Issue Tracking Systems, Knowledge Management, Diagnostic Tools - **Published:** September 10, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/18275078?backUrl=%2Fcareer%2F18275078%2FTechnical-Support-Specialist-Electrical-Experience-Needed-Oxford-Ma-Massachusetts-Oxford ## About the Role * Ability to interpret electrical drawings. * Experience with industrial lasers, accessories, and related diagnostic equipment. * Excellent electrical/electronic troubleshooting skills with high and low-voltage equipment. * Maintain a safe, clean, and neat work environment. * Technical degree with 6+ years of relevant experience, OR * Equivalent hands-on experience in technical support or field service roles Experience: * Strong background in technical support, preferably with industrial laser systems in cutting, welding, or marking. * Proven track record of working on complex, high-impact technical and operational issues. * Familiarity with CRM/ERP systems and structured support workflows Technical & Leadership Abilities: * Proficient in troubleshooting complex issues involving optics, electronics, and mechanical systems * Applies technical judgment and analytical skills to solve moderately complex problems * Able to work independently on system-level issues with minimal oversight * Provides mentorship and shares technical best practices with junior colleagues * Collaborateseffectively with cross-functional teams including Engineering, Production, and QA * Contributes to the evolution of technical documentation and knowledge base content * Comfortable using oscilloscopes, multimeters, fiber testers, and other diagnostic tools Physical Requirements: * Prolonged periods of standing, sitting, and working on a computer. * Must be able to lift 15 pounds regularly and up to 50 pounds occasionally. * Must be able to travel (~15-20%) and remain seated for extended periods during transit. * Ability to move throughout the organization's facilities and interact with teams in a variety of environments. ## Description The Technical Support Specialist serves as a key member of the Product Support organization, providing advanced technical assistance to customers and internal teams. Positioned between the Associate and Senior levels, this role focuses on diagnosing, resolving, and preventing product issues while maintaining a high level of customer satisfaction. The specialist handles complex support cases, mentors junior team members, and collaborates cross-functionally to drive improvements in product reliability and service delivery., * Respond to customer inquiries via phone, email, or ticketing system; provide accurate and timely technical resolutions. * Independently troubleshoot moderate to complex hardware, software, and system-level issues across IPG products. * Perform remote diagnostics and guide customers through corrective actions or escalation processes. * Collaborate with engineering, field service, and quality teams to resolve recurring or systemic problems. * Document case details, root causes, and corrective actions in CRM and knowledge management systems. * Assist with system remote testing, verification, and validation of fixes or new product releases. * Support continuous improvement by identifying trends and proposing preventive solutions or training needs. * Provide mentoring and guidance to Associate Technical Support Specialists. * Participate in on-call rotations and provide after-hours technical support as needed. * Ensure customer satisfaction by maintaining professional communication and follow-up throughout the support process. ## Related Videos - [Strange New Worlds: shaping the future of the digital age](https://www.wearedevelopers.com/videos/677-strange-new-worlds-shaping-the-future-of-the-digital-age) - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [AI or KO: Is HR ever going to use intelligent technology?](https://www.wearedevelopers.com/videos/1473-ai-or-ko-is-hr-ever-going-to-use-intelligent-technology) - [Diagnostic Tooling: How to get insights from your .NET services hosted in Kubernetes containers?](https://www.wearedevelopers.com/videos/100188-diagnostic-tooling-how-to-get-insights-from-your-net-services-hosted-in-kubernetes-containers) - [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue) - [Photonic Computing: Programming a New Class of AI Accelerators (incl. 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