Systems Engineer

Description

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.

Responsibilities

• 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
• Clarify work instructions when documentation is incomplete, confusing, outdated, or difficult to execute
• 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
• Identify recurring technician questions, documentation gaps, process inconsistencies, and areas where instructions are difficult to follow
• Help establish and maintain a clear source of truth for configuration documentation so technicians can reliably locate the correct and current instructions
• 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
• Aid in improving internal tools, workflows, or systems that make configuration instructions, parts requirements, status, and process steps easier to access and track
• Escalate complex technical issues to the appropriate internal resource when they cannot be resolved locally
• Support the 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
• Collaborate across teams and follow the appropriate documentation review or approval process based on customer and configuration requirements

Qualifications & Skills

• 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
• Strong technical troubleshooting skills with the ability to diagnose problems and guide others through resolution
• Ability to write clear, detailed, step-by-step instructions for junior or less technical team members
• Strong attention to detail and commitment to documentation accuracy
• Strong communication skills and the ability to explain technical concepts in practical terms
• Ability to manage multiple priorities while supporting active technician escalations
• Ability to identify recurring issues and improve the process or documentation instead of only solving one-off problems
• Experience collaborating across teams and following the appropriate documentation review or approval process based on customer and configuration requirements

Preferred Qualifications

• 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
• 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