Janitza North America
Technical Product Support Engineer
Janitza North America, Ashburn, Virginia, United States, 22011
2 days ago Be among the first 25 applicants
Overview
Job title:
Technical Support Engineer (TSE - Product Support) Location:
Ashburn, VA Janitza LP is the North American arm of Janitza electronics GmbH, a leading German manufacturer of electrical power monitoring hardware and software. A family-owned business, we make hardware and software to measure and analyze power quality measures for our data center and industrial manufacturing customers. With our tools, companies can take action to reduce energy costs, improve uptime, and decrease their carbon footprint. Our North American branch was established in 2018 and our team is growing quickly. We are looking for a Technical Support Engineer to assist our sales team, answer customers\' questions throughout the lifecycle of their project, and provide ongoing training and support. Who You Are Reporting to the Lead Technical Support Engineer, you will provide expert technical assistance for our hardware and software products, ensuring customers receive timely and effective support. You will diagnose and resolve product issues, guide customers on best practices, and collaborate with internal engineering and product teams to improve product reliability and customer satisfaction. Ideally, you have experience diagnosing and troubleshooting EPMS issues related to low voltage (480V) applications, power metering, networking, PLC/HMI integration, and common industry communication protocols. You have demonstrated the ability to work with internal teams and customer contacts to provide timely resolution to facility power issues. What You'll Do
Provide technical support for hardware and software products via phone, email, and remote sessions. Diagnose and troubleshoot issues related to product installation, configuration, connectivity, and performance. Escalate complex cases to engineering or development teams as needed, while maintaining ownership until resolution. Product Knowledge & Expertise
Develop and maintain deep understanding of the company\'s hardware and software offerings. Provide guidance on product use, best practices, and integration into customer environments. Assist in testing, replicating, and documenting product issues for internal teams. Documentation & Knowledge Sharing
Create and maintain accurate support documentation, FAQs, and knowledge base articles. Document all support cases in CRM/ticketing systems with clear notes and resolution details. Contribute training materials for both customers and internal staff. Collaborate with engineering, quality, and product management teams to report recurring issues and customer feedback. Participate in product testing and validation to provide supportability insights. Identify opportunities for process improvements to increase efficiency and customer satisfaction. What You'll Bring
Bachelor\'s degree in electrical engineering, computer science, or related technical field (or equivalent experience) is preferred 2+ years of technical support experience with hardware and/or software products. Strong troubleshooting and problem-solving skills in both hardware (devices, modules, CTs, wiring, sensors) and software (applications, protocols, data management). Familiarity with communication protocols such as Modbus, TCP/IP, MQTT, OPC UA, or similar. Demonstrated ability to learn new technologies quickly and apply knowledge effectively in customer-facing situations. Excellent interpersonal, written, and verbal communication skills, with the ability to translate technical concepts into customer-friendly language. Employment Details
Seniority level: Entry level Employment type: Full-time Job function: Information Technology Industries: Computers and Electronics Manufacturing Referrals increase your chances of interviewing at Janitza North America by 2x Note: This post previously included additional roles and postings not relevant to this position and has been trimmed to focus on this role.
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Job title:
Technical Support Engineer (TSE - Product Support) Location:
Ashburn, VA Janitza LP is the North American arm of Janitza electronics GmbH, a leading German manufacturer of electrical power monitoring hardware and software. A family-owned business, we make hardware and software to measure and analyze power quality measures for our data center and industrial manufacturing customers. With our tools, companies can take action to reduce energy costs, improve uptime, and decrease their carbon footprint. Our North American branch was established in 2018 and our team is growing quickly. We are looking for a Technical Support Engineer to assist our sales team, answer customers\' questions throughout the lifecycle of their project, and provide ongoing training and support. Who You Are Reporting to the Lead Technical Support Engineer, you will provide expert technical assistance for our hardware and software products, ensuring customers receive timely and effective support. You will diagnose and resolve product issues, guide customers on best practices, and collaborate with internal engineering and product teams to improve product reliability and customer satisfaction. Ideally, you have experience diagnosing and troubleshooting EPMS issues related to low voltage (480V) applications, power metering, networking, PLC/HMI integration, and common industry communication protocols. You have demonstrated the ability to work with internal teams and customer contacts to provide timely resolution to facility power issues. What You'll Do
Provide technical support for hardware and software products via phone, email, and remote sessions. Diagnose and troubleshoot issues related to product installation, configuration, connectivity, and performance. Escalate complex cases to engineering or development teams as needed, while maintaining ownership until resolution. Product Knowledge & Expertise
Develop and maintain deep understanding of the company\'s hardware and software offerings. Provide guidance on product use, best practices, and integration into customer environments. Assist in testing, replicating, and documenting product issues for internal teams. Documentation & Knowledge Sharing
Create and maintain accurate support documentation, FAQs, and knowledge base articles. Document all support cases in CRM/ticketing systems with clear notes and resolution details. Contribute training materials for both customers and internal staff. Collaborate with engineering, quality, and product management teams to report recurring issues and customer feedback. Participate in product testing and validation to provide supportability insights. Identify opportunities for process improvements to increase efficiency and customer satisfaction. What You'll Bring
Bachelor\'s degree in electrical engineering, computer science, or related technical field (or equivalent experience) is preferred 2+ years of technical support experience with hardware and/or software products. Strong troubleshooting and problem-solving skills in both hardware (devices, modules, CTs, wiring, sensors) and software (applications, protocols, data management). Familiarity with communication protocols such as Modbus, TCP/IP, MQTT, OPC UA, or similar. Demonstrated ability to learn new technologies quickly and apply knowledge effectively in customer-facing situations. Excellent interpersonal, written, and verbal communication skills, with the ability to translate technical concepts into customer-friendly language. Employment Details
Seniority level: Entry level Employment type: Full-time Job function: Information Technology Industries: Computers and Electronics Manufacturing Referrals increase your chances of interviewing at Janitza North America by 2x Note: This post previously included additional roles and postings not relevant to this position and has been trimmed to focus on this role.
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