Technical Support Engineer

Advanced Energy (Nasdaq: AEIS) is a global leader in the design and manufacturing of highly engineered, precision power conversion, measurement and control solutions for mission-critical applications and processes. Our power solutions enable customer innovation in complex applications across industries including semiconductor equipment, industrial, manufacturing, telecommunications, data center computing, and healthcare. Headquartered in Denver, Colorado, Advanced Energy has devoted four decades to perfecting power for its global customers.

We operate like an agile, growing small company—where your work makes a visible impact every day—while leveraging the stability, resources, and global reach of a publicly traded company founded in 1981. Our strong cash position, deep customer partnerships, and proven leadership team create an environment that attracts driven, capable team members who thrive on collaboration and challenge.

About the role

The Technical Support Engineer acts as the primary point of contact for all technical and field-related issues, providing 24/7 support to external customers and internal coworkers. You will deliver high-quality, efficient, and customer-focused technical support, troubleshoot AE products, and assist with inside sales by determining suitable part numbers to meet customer requirements.

Responsibilities

• Provide exceptional customer experience when supporting AE products.
• Offer service, technical support, and troubleshooting for AE products via telephone and internet.
• Analyze new product sales requests to identify leads and opportunities; support sales by determining appropriate equipment to meet customer specifications.
• Adhere to standard operating procedures, including documenting product history and managing case creation, follow-through, and closure in a timely manner.
• Provide field data and installation support to the engineering team to address customer-facing problems, product reliability, and enhancements.
• Support and participate in field visits as needed to assess progress and provide customer support.
• Contribute to the knowledge management tool by developing solution-oriented production information.

Work Environment

• Standard office environment using general office equipment (telephone, PC, copier, etc.).
• Fast-paced customer service environment; must be available for all shifts to provide 24/7 support.
• Some travel may be required.
• Onsite in Fort Collins, Colorado.

Qualifications

• Ability to communicate effectively and professionally with a diverse customer base, both domestically and internationally.
• Strong oral and written communication skills, with the ability to organize and express thoughts clearly.
• Strong technical writing skills to create clear, concise, and complete technical explanations.
• Excellent customer service and interpersonal skills; ability to remain patient in difficult situations.
• Ability to recognize different communication and cultural styles and adjust accordingly.
• Use of independent judgment, responsible actions, and professionalism in all customer dealings.
• Ability to multi-task and handle multiple priorities.
• Strong computer skills, including experience with Microsoft Office, Outlook, internet browsers, ERP, and CRM systems.

Experience

• Essential: Minimum of two years’ experience as an electronics technician or in a technical support role.
• Minimum of two years’ experience in the Plasma industry or supporting power electronics.
• Desirable: Experience with ERP and CRM systems.
• Understanding of control communication protocols such as Modbus and Ethernet TCP/IP.

Education

• Essential: Associate’s degree in Electronics and/or equivalent education or experience.
• Desirable: Bachelor’s degree in Electronics or other Engineering discipline.

Pay

The range of starting pay for this role is $65,000 - $100,000 per year.

Benefits

• Multiple medical plans to choose from.
• Short- and long-term disability and life insurance.
• Health savings and flexible spending accounts.
• Generous time off policy: 3 weeks of paid vacation, 7 days of paid sick time, and 12 paid holidays.
• 8 hours of paid volunteer time off.
• 8 weeks of paid parental leave for both parents.
• Company-matched 401(k).
• Tuition reimbursement.
• Expanded mental health coverage and employee assistance programs.
• Other voluntary benefits including critical illness, accident and hospital indemnity, pet insurance, identity theft, and legal assistance.
• Discounted Employee Stock Purchase Plan.