Senior Engineer - Product Support

Reports to: Manager of Product Support

Cooperates with: Engineering, Quality, Field Services, Operations, Sales, Project Management, Customers

Primary Responsibility: The Senior Engineer - Product Support serves as a key technical resource for MIRATECH customers and internal teams, providing engineering analysis and advanced troubleshooting support for SCR, DPF, and other emissions aftertreatment systems. The role functions as an escalation point, leading the technical evaluation of complex post-commissioning issues, identifying and addressing reoccurring system issues, verifying that corrective measures restore system performance, and contributing to continuous product and process improvement. The position blends deep technical expertise, customer support, and cross-functional collaboration to ensure system reliability, customer satisfaction, and operational excellence.

Specific Duties and Responsibilities:

- Serve as the senior engineering resource for escalated complex mechanical, electrical, controls, and emissions-performance issues.

- Support remote troubleshooting efforts and coordinate with Field Service and Engineering teams to determine when on-site intervention is required.

- Support internal and customer case-related review meetings.

- Document customer interactions, technical issues, root causes, and resolutions in the support database to ensure accurate tracking and trend analysis.

- Lead technical root-cause investigations and s upport Quality-led 8D and corrective and preventive action (CAPA) processes.

- Monitor and analyze case and complaint trends (e.g., issue frequency, resolution time, repeat failures) to identify opportunities for process and product improvements.

- Identify recurring issues and collaborate with Engineering, Product, and Field Service teams to recommend corrective actions, design improvements, or procedural updates.

- Assist in the development and maintenance of technical documentation, including knowledge base articles, troubleshooting guides, and internal reference materials.

- Maintain current knowledge of emissions regulations, industry standards, and advancements in SCR, DPF, and aftertreatment technologies.

- Uphold MIRATECH safety, quality, and documentation standards in all support activities.

Qualifications:

- Bachelors degree in Mechanical, Electrical, Chemical Engineering, or a related engineering discipline.

- 10+ years of engineering experience in product support, troubleshooting, reliability, or field applications involving industrial emissions equipment or similarly complex mechanical and electrical systems or equivalent experience

- Advanced working knowledge of SCR, DPF, and engine aftertreatment systems is a plus

- Demonstrated ability to troubleshoot complex technical issues independently in a fast-paced environment.

- Sharp analytical mindset with strong root-cause analysis skills.

- Excellent verbal and written communication skills with the ability to explain technical concepts clearly to both technical and non-technical audiences.

- Strong organizational skills with the ability to manage multiple concurrent issues and priorities.

- Proficient with Microsoft Office applications (Outlook, Word, Excel, PowerPoint), AI Tools, and CRM or ticketing systems (Salesforce preferred).

- Ability to work collaboratively across departments and provide constructive technical feedback.

- Able to travel 15-30%.