Technical Support Engineer/Field Applications Engineer

Job Description

Job Description

We are seeking a motivated and detail-oriented Technical Support Engineer to provide front-line technical support for DTS hardware and software systems. This role is ideal for a technically skilled professional who thrives on problem-solving, customer interaction, and cross-functional collaboration. The Technical Support Engineer will diagnose and resolve customer issues, support installations, contribute to product improvements, and help ensure the highest levels of customer satisfaction.

Summary

The Technical Support Engineer provides technical support for DTS hardware and software systems by diagnosing, troubleshooting, and resolving customer issues in accordance within established procedures and individual skill level. This role serves as a front-line resource for the Help Center by responding to support tickets independently and/or in collaboration with senior technical staff as appropriate.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Additional responsibilities and requirements may change at any time with or without notice.

Responsibilities and Duties include but are not limited to:

• Provide technical support for DTS hardware and software systems by diagnosing, troubleshooting, and resolving customer issues in accordance with established procedures and individual skill level.
• Serve as a front-line resource for the Help Center by responding to support tickets independently and/or in collaboration with senior technical staff as appropriate.
• Test, evaluate, and verify software, system, and product performance to ensure customer requirements and quality standards are met.
• Support sensor installation, wiring, configuration, calibration, and system setup for customer applications.
• Maintain, develop, and update technical documentation, knowledge base articles, and Help Center content related to common issues, solutions, and best practices.
• Collaborate with engineering and product development teams to communicate customer feedback, support product improvements, and assist in defining and reviewing system and product requirements.
• Provide web-based, remote, and on-site technical support, including customer training and system demonstrations, as assigned.
• May participate in customer meetings, site visits, and training sessions, independently or alongside senior technical staff, depending on experience level and project scope.
• May assist with pre-sales and post-sales technical activities as needed, with primary emphasis on post-sales customer support.
• Design, develop, or assist with custom support solutions, including interface circuits, cables, and related system components, as needed.
• Contribute to internal training programs, technical documentation, and knowledge-sharing initiatives.
• Participate in professional development activities, such as training sessions and mentoring or shadowing experienced engineers.
• Performs other related duties and responsibilities as requested by DTS management.

To perform this job successfully, an individual must be able to perform the Responsibilities and Duties satisfactorily.  The qualifications and skills listed below are representative of the knowledge, skills, and/or abilities for the job.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties and responsibilities of this job.  

• Technical degree in electronics/engineering or equivalent training and previous (approximately 2 years) in a technical role involving data acquisition, sensors, or embedded systems, or an equivalent combination nation of education and experience is necessary.
• Related experience working in automotive crash, flight test, and/or aerospace & Defense (A&D) sectors is preferred.   Experience working with aerospace and/or automotive testing applications is a plus.
• Working knowledge of DTS product lines is necessary following applicable training.
• Demonstrated proficiency using various computer programs, such as Outlook, Word, and Excel, as well as,  the ability to learn and master several essential DTS software products essential is necessary.
  • Demonstrated ability to resolve customer/product issues within established timeline, as well as, to address and document details, simultaneously manage multiple tasks, meet deadlines, and collaborate effectively with other individuals/departments is necessary. 
  Demonstrated ability to manage projects as well as the ability to understand project priorities, develop plans that will achieve stated goals on schedule, anticipate problems, and develop solutions to correct or prevent obstacles is necessary. 
• The ability to effectively communicate and present information, verbally and in writing, in a professional, diplomatic manner to a variety of audiences (internal, customers, and vendors) is necessary.
• Well-developed analytical, reasoning, inter-personal communication, problem-solving, and conflict resolution skills is necessary.
• Ability to adapt to change and react positively to changing business needs is necessary.
• Ability to travel to domestic and international locations for customer support/meetings, trade shows, or technical workshops is necessary.