System Engineering In

The Configuration Documentation Engineer is a hands‑on technical documentation and escalation role based in the Louisville office. This position is part of the Solutions Engineering team and works closely with Configuration Operations to help technicians successfully execute customer‑specific configuration work.

This role serves as an onsite escalation resource when configuration technicians encounter technical issues, unclear documentation, missing steps, outdated instructions, or process gaps that prevent them from completing work accurately and efficiently. The goal is not only to resolve the immediate issue, but also to improve the documentation and process so the same issue is easier to avoid in the future.

The bulk of this role will focus on creating, maintaining, validating, and improving configuration documentation for mobile devices, scanners, printers, RFID equipment, card printers, network equipment, accessories, software, and other supported hardware. This includes producing clear, step‑by‑step work instructions that junior configuration technicians can follow with confidence and consistency.

It is not a customer‑facing position and does not include direct people management responsibilities.

We are looking for someone who can combine hands‑on technical troubleshooting with strong technical writing and process documentation skills. The ideal candidate is comfortable working directly with configuration technicians on the floor, understanding where instructions break down, and turning technical requirements into clear, accurate, repeatable work instructions.

They should be able to explain technical steps in a way that is easy for less experienced technicians to understand, while also having enough technical depth to troubleshoot issues, validate configuration requirements, and collaborate with Solutions Engineering and other internal teams.

This role is a strong fit for someone who enjoys solving problems, improving processes, supporting operational teams, and building better systems for how technical work gets executed.

Serve as the onsite escalation resource for configuration technicians in the Louisville office

Help technicians resolve technical issues that prevent them from successfully following posted configuration documentation

Troubleshoot configuration issues related to mobile devices, scanners, printers, RFID equipment, card printers, network equipment, accessories, software, connectivity, labeling, kitting, staging, testing, and validation

Create, revise, and maintain customer‑specific configuration documentation

Develop clear, step‑by‑step work instructions that can be followed by junior configuration technicians

Participate in first article builds, pilot configurations, and initial customer setup runs to validate documentation, parts, software, and configuration steps before work is released broadly

Provide hands‑on walkthroughs and informal training to help configuration technicians understand new or updated work instructions

Help establish and maintain a clear source of truth for configuration documentation so technicians can reliably locate the correct and current instructions

Ensure configuration documentation clearly identifies required parts, accessories, software versions, firmware, OS versions, labels, media, tools, and validation steps

Partner with Solutions Engineering, Configuration Operations, Project Management, Support, Repair, and other internal teams to confirm technical requirements and documentation accuracy

Coordinate documentation updates across teams when configuration steps depend on work performed by multiple departments

Support a local escalation process for configuration issues, ensuring technician questions and documentation problems are captured, tracked, resolved, and escalated when needed

Validate new or updated configuration instructions before they are released for technician use

Maintain documentation through the appropriate review and approval path, which may vary by customer, configuration type, equipment type, or technical owner

Support continuous improvement efforts related to configuration quality, technician efficiency, documentation usability, and process consistency

Assist with improving internal tools, workflows, or systems that make configuration instructions, parts requirements, status, and process steps easier to access and track

3+ years of experience in technical support, systems engineering, device configuration, technical documentation, IT operations, configuration operations, or a related technical role

Hands‑on experience configuring or troubleshooting mobile devices, scanners, printers, RFID equipment, card printers, network equipment, accessories, or related enterprise hardware

Experience creating or maintaining technical documentation, SOPs, work instructions, knowledge base articles, process documentation, or training materials

Ability to work directly with technicians in an onsite configuration environment

Ability to collaborate across teams and follow the appropriate documentation review or approval process based on customer and configuration requirements

Experience with MDM platforms, enterprise device management, imaging, staging, barcode scanning, RFID, card printing, warehouse technology, or mobile computing environments

Experience with SharePoint, Power Apps, low‑code/no‑code tools, workflow tools, or internal process automation

Experience supporting first article builds, pilot programs, production validation, or configuration quality control

Experience working in a configuration, staging, warehouse, service center, repair, or operations environment

Familiarity with customer‑specific configuration requirements, device provisioning, firmware updates, OS updates, labeling, kitting, testing, and validation

Experience improving documentation structure, document control, knowledge management, or source‑of‑truth processes

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