Support Engineer I

ICON is seeking a Support Engineer to join our Engineering Support team.  As a Support Engineer, you will be a key player in commissioning and troubleshooting large-scale 3D printers.  You will be responsible for providing support via phone, chat, email, and face-to-face when needed to a variety of customers.  The desire to personally resolve and recognize when to escalate issues are a vital attribute to thrive in this role.  Must be capable of working day or night shifts, weekends, and support an on-call schedule when needed.  This role will report to the Senior Manager of Reliability Engineering and is based at our Austin, TX campus

RESPONSIBILITIES:

• Troubleshoot electrical, mechanical, and software systems virtually or in person using schematics or other documentation.    
• Manage the delivery and inventory of replacement part inventories.
• Provide detailed project reports that support department metrics.
• Actively listen to our customers with a variety of technical backgrounds to determine the root cause.   
• Collaborate with internal engineering technical teams, operations, product management, and business development to solve problems. 
• Actively engage in developing the team and improving metrics.   

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in Information Technology, Computer Science, or relevant field with 2+ years of experience in a similar technical environment.  
• OR an associate’s degree in engineering or technology with 4+ years equivalent experience or proven experience in similar roles with a technical certification.
• Strong verbal and written communication skills.
• Desire to work in a team setting.
• Self-motivation to investigate and implement new ideas, and proactive in overcoming obstacles.
• Ability to prioritize and adapt in dynamic work environments.
• Able to lift 50 pounds.
• Willingness to work in various outdoor environments: temps over 100 degrees or below freezing, sun, rain, mud, lack of electricity, etc.
• Ability to travel outside of Austin, TX for multiple weeks at a time.
• Ability to work nights and weekends. 
• Ability to work on your feet for the majority of the day.
• Ability to work in Austin, TX and surrounding areas (up to 50 miles).
• Proficient or fluent in English.  

PREFERRED SKILLS AND EXPERIENCE:

• Competency in interpreting or programming PLC’s, VFD’s, digital and analog signals.
• Strong desire to be “in the know” regarding new hardware and software changes
• Ability to work under pressure  
• Ability to prioritize tasks based on urgency and importance  
• Strong desire to become the subject matter expert of the equipment.
• Critical thinking and problem-solving skills 
• Solid time-management skills 
• Great interpersonal and communication skills