Customer Support Escalation Engineer (Construction)

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.
• Advocate for the customer experience while driving systemic improvements internally.

 

Why Join IPA?

At IPA, we believe in valuing our employees' well-being and providing comprehensive benefits that support both their personal and professional lives. Enjoy paid holidays & time off, comprehensive healthcare including Telemedicine, HSA & FSA options, and Company-paid life and disability insurance. Plan for the future with a 401k match and Employee Stock Purchase program.

About Us:

IPA is a global leader in innovative linen and specialty uniform distribution solutions. Our cutting-edge software and hardware empower you to efficiently manage distribution, enhance staff satisfaction, reduce infection risks, and lower costs. Proudly made in the U.S.A, our solutions are trusted by over 1,000+ hospitals worldwide. Since our inception in 1995, IPA has evolved into the industry frontrunner, serving more than 1 million healthcare professionals daily. From community hospitals to top academic hospitals, including 18 of the 20 hospitals on the U.S. News and World Report Best Hospitals Honor Roll 2024-2025, our technology sets the standard for excellence.

For more about life at IPA visit: https://www.thinkipa.com/careers

IPA is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

COVID-19 considerations:

IPA is mandating that all of our employees must have the COVID vaccine. To be considered for this position, you must be fully vaccinated before the start of employment. Exemptions and accommodations will be made for legitimate religious or medical reasons.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. Service