Customer Support Escalation Engineer

Customer Support Escalation Engineer

Location: 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

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.


* Advoc...