Hardware Product Support Engineer

Hardware Product Support Engineer – Trenton Systems

Location:

Atlanta, GA

Salary Range: $54,000.00 – $79,000.00

This Product Support Engineer provides technical support and information on Trenton products, addressing customer calls and inquiries, and performing tests to qualify new products throughout the engineering design phase. The role focuses on satisfying customer needs, delivering on‑time quality, and continuous improvement in processes, products, and services.

• Provide direct phone and e‑mail support for Trenton customers and potential customers
• Record specific customer information for each technical support call in an appropriate database
• Assist users in troubleshooting over the phone and via e‑mail, providing expertise and BIOS/driver files to resolve problems and reduce unnecessary RMAs
• Inform the Product Support Engineering Manager about anomalies that require engineering investigation or manufacturing correction
• Under supervision of the Product Support Engineering Manager, configure systems to duplicate and troubleshoot customer problems
• Contact other manufacturers’ support departments to assist unskilled Trenton customers
• Support engineering design and development efforts as required
• Under supervision of the Product Support Engineering Manager or Lead, perform required testing on Trenton products currently in development
• Create test reports defining the performance of products under development
• Escalate failures found during product development testing to appropriate engineers, the Manager, and the Lead
• Identify improvements in efficiency and service/product quality, and provide input to the continuous improvement team
• Identify and manage risk in products, processes, and the environment

• Bachelor’s Degree or equivalent experience
• 1–3 years of experience in a computer test and support environment or equivalent
• Thorough knowledge of personal computers and operating systems
• Familiarity with standard PC peripherals such as serial ports, parallel ports, hard disk drives, controller devices, video controllers, network interfaces, keyboard and mouse controllers, and associated cables, power supplies and backplanes
• Experience troubleshooting all aspects of PC operation, from initial power‑up display issues to hardware and configuration–related problems
• Ability to acquire thorough knowledge of all released Trenton Systems products, including capabilities and limitations
• Ability to learn new computer‑related technologies and how they are tested/verified within a computer system
• Understanding of test equipment such as oscilloscopes, multimeters, logic analyzers, thermal chambers, etc., in a lab environment targeted at computer testing and validation

• Seniority Level: Entry level
• Employment Type:
  
  Full‑time
• Job Function:
  Information Technology
• Industry: Computer Hardware Manufacturing