Innovation Support Engineer

Salary: $95,000 - 114,000 per year Requirements:

• We prefer a bachelors degree in Engineering or IT.
• We are looking for 3–5 years of experience in Engineering or IT.
• We need a solid understanding of ITIL and incident management practices.
• We value experience writing database queries, especially in MS SQL.
• We prefer familiarity with Agile project management, particularly Scrum.
• Project leadership experience, including new system and process implementations, is an advantage.
• We expect strong interpersonal and organizational skills with keen attention to detail.
• We need excellent leadership and communication abilities that support strategic thinking, innovation, and action.
• The right person should work independently with minimal supervision and also collaborate effectively toward shared goals.
• Strong written, verbal, and presentation skills are important, along with experience in strategic planning, project planning, and implementation.
• We look for someone who can think both analytically and conceptually, with a strong problem-solving mindset.
• The role requires the ability to gather and interpret information from multiple sources, including research and creative thinking.
• Experience supporting HMI/SCADA systems is a plus.
• Experience working with geographically distributed teams is a plus.
• Proficiency with the MS Office Suite, including Word, PowerPoint, Excel, Outlook, SharePoint, Teams, OneNote, OneDrive, and Visio, is required.
• We need someone who can stay composed under pressure and meet deadlines.
• The ability to communicate information clearly, listen carefully, and ask clarifying questions is essential.
• We expect the ability to follow instructions and respond accurately to direction from upper management.
• Accuracy, thoroughness, and a continuous focus on quality improvement are important.
• The role requires the ability to travel up to 30% of the time.

• We provide timely, professional technical support through email, phone, chat, and remote tools.
• We help develop AI-powered automation tools that monitor systems, detect anomalies, and address issues before they escalate.
• We diagnose and resolve hardware, software, system, and integration issues across laundry automation equipment, control systems, and applications.
• We guide our team partners through step-by-step solutions while maintaining strong satisfaction and engagement.
• We work closely with Engineering, Production, and IT to escalate and resolve complex or recurring issues.
• We document issues, resolutions, and customer interactions in our Service Management platform.
• We contribute to knowledge base articles, FAQs, and technical documentation.
• We identify patterns in support requests and share feedback to support product enhancements or bug fixes.
• We develop and deliver training for Engineering and Operations team partners on equipment use, operating systems, and custom software applications.
• We ensure users are informed promptly about maintenance requirements and any impact on system availability.
• We provide after-hours support when needed, depending on team structure.
• We stay current on product updates, system changes, and new features for Engineering-specific applications and systems.
• We collaborate with Engineering and Production Management to gather feedback on automation software, define accurate requirements, secure buy-in, coordinate testing with our Development Team, and schedule deployments.
• We support Innovation Engineering projects by conducting site assessments, overseeing equipment and system installations, and completing required configurations.

• AI
• Excel
• Hardware
• Incident Management
• Support
• ITIL
• SQL
• SharePoint
• Robotics

More:

We are UniFirst Corporation, a growing and forward-thinking company with a dynamic Engineering department that values creativity, problem-solving, and continuous improvement. We are expanding our high-performing Innovation Engineering Team and offering a full-time Innovation Support Engineer opportunity in a fast-paced, hands-on environment where you can explore new ideas and contribute to operational excellence. The estimated salary for this role is $95,000 to $114,000 annually, with final compensation depending on skills, experience, qualifications, and location-based differentials. We are an equal opportunity employer and are committed to fair hiring practices. We also provide accommodation during the application process for candidates with disabilities or medical conditions.

last updated 32 week of 2026