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Software Support Engineer I

Technical Services | Irvine, CA | Full Time

Job Description

How would you like to join our fast-paced, fast-growing entrepreneurial tech company? 
IPC is the leading manufacturer and distributor of peripheral devices for smartphones in the U.S.  We make scanning and swipe devices and customized cases that attach to mobile phones and tablets.  

 

Software Support Engineers are expected to have and maintain a high level of technical competence over the company’s entire range of hardware products. Software Support Engineer recommend Hardware & Software design changes to fulfill the needs of customer requirements. Responsibilities include performing product functionality and compatibility test and validation through the use/development of software applications. Acting as software technical liaison to the sales and engineering teams. Has knowledge of commonly used concepts, best practices, and familiar with hardware & software tools for testing and evaluating company’s hardware products. Conforms to instructions and pre-established technical support guidelines to perform the functions of the job.  Works under immediate supervision of department manager.

 

Job Purpose:

To facilitate in providing customers with hardware integration support through the use and/or development of software applications and sample code used in conjunction with company’s hardware products and to assist Engineering & Sales on all new and existing product support functions.

 

Duties:

  • Product Integration Support
    • Product integration support for company’s entire product line while understanding of the customers’ solutions and their deployment architecture to ensure company’s Hardware & Software is configured correctly to meet customer’s production requirements for performance, functionality, and usability.
    • Research, diagnose, troubleshoot, and identify problem and possible solutions to resolve customer Hardware & Software issues.
    • Act as technical liaison between customer and sales and factory engineers to resolve product software integration and design problems.
    • macOS, Xcode, Windows, and Xamarin experience required

 

  • Engineering & Sales Support
    • Collaborate with Sales & Engineering on new product requirements & existing product enhancements.
    • Collaborate with Director of Technical Services on new internal-application development and enhancements of existing internal-applications.
    • Conduct new product first article testing, validation, and regression testing and distribute report to engineering, marketing, and sales teams.
    • Conduct software (Driver, SDK, Applications) regression testing and validation and distribute report to engineering, marketing, and sales teams.
    • Conduct mobile device compatibility and regression testing and validation and distribute report to engineering, marketing, and sales teams.
    • Conduct mobile Operating System compatibility and regression testing and validation and distribute report to engineering, marketing, and sales teams.
    • Documenting product configuration, troubleshooting, and problem resolution in the form of knowledge base, technical notes, technical articles and distribute as needed.
    • Developing customer-facing technical documentation for electronic distribution and/or for website publishing.
    • Support in the development of comprehensive training program for technical support personnel and facilitate the implementation of training programs as needed.
    • Participate in providing training to customers and partners as required.

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Job description is subject to changes and is not limited to the duties and responsibilities described above.