Technical Support & Software Test Analyst

At JPS, we design products to enhance audio communications systems by making them more versatile and robust. For over 30 years, we have provided innovative solutions to solve modern challenges for a variety of industries - both public and private.

We are seeking a full-time Technical Support & Software Test Analyst to support our communications products. This role combines technical support responsibilities with hands-on product testing and validation in our lab environment. This is an on-site position in our Raleigh, NC office.

The position is structured to provide responsive, customer-facing support while also contributing to product quality and development through structured software testing, issue reproduction, and validation of new features and fixes.

Why this job might be for you:

• You enjoy a small company atmosphere, including flexibility.
• You like solving real-world technical problems and helping customers succeed.
• You enjoy hands-on work with hardware, systems, and software-driven devices.
• You will have your own office, plus dedicated lab space.
• Your contributions will make a visible impact across both customer support and product development.
• You enjoy attention to detail and improving processes.
• The commute is reasonably good to/from many locations in the Raleigh area.
• The position is targeted to be filled immediately.

Role Overview:
This is primarily a supportive role, serving as the primary point of contact for customer inquiries, with additional responsibility for supporting product testing and validation efforts.

You will work closely with our engineering and support teams to:

• Respond to customer inquiries
• Troubleshoot common issues
• Recreate problems in a lab environment
• Assist in validating new features and fixes
• Help improve internal knowledge resources

Detailed Responsibilities
Technical Support:

• Responding to customer support inquiries via phone, email, and ticketing system.
• Gathering relevant information to clearly define customer issues.
• Troubleshooting common configuration, connectivity, and interoperability issues.
• Providing clear, concise guidance to customers.
• Identifying recurring issues and contributing to process improvements.
• Escalating more complex issues other technical staff with well-documented context.
• Assisting in maintaining and expanding our internal knowledge base.

Software Testing/Validation:

• Setting up and executing test scenarios for new features, software updates, and bug fixes.
• Recreating customer-reported issues in a controlled lab environment.
• Assisting in validating hardware and software functionality.
• Reporting bugs and unexpected behavior clearly to the development team.
• Supporting regression testing efforts for software and system updates.
• Providing feedback to the development team regarding usability, edge cases, and potential improvements.

What We’re Looking For:

• 3+ years of experience in a technical support, software testing, or similar role or 7+ years of experience in a customer-facing role.
• Strong overall technical aptitude, including confidence working with computers and software applications.
• Strong troubleshooting and problem-solving skills.
• Ability to clearly communicate technical information in a simple, understandable way.
• Comfort working with both customers and internal engineering teams.
• Ability to multi-task, manage interruptions, stay organized, and maintain a consistent schedule.
• Strong attention to detail and follow-through.
• Willingness to learn new systems and technologies.

Ideal Candidates Will Have:

• Associate’s or Bachelor’s degree in a technical field.
• Familiarity with troubleshooting software and system-level issues.
• Basic understanding of IP networking concepts.
• Comfort working with networked systems, logs, and basic diagnostic tools.
• Experience working with a ticketing system (Zendesk or similar).
• Experience with software testing or QA processes.
• Exposure to land-mobile radio systems or communications equipment.

Additional Notes:

As JPS is a small company, being a self-starter and taking ownership of tasks is essential. This role is designed to grow over time, with opportunities to deepen technical specialization in either advanced support or product development.

You will be supported by experienced team members while building familiarity with our products and systems, and will play an important role in improving both customer experience and product quality.

JPS was founded in 1988 by three engineers who had a knack for inventing unique solutions to many of the problems faced in the telecommunications industry. 35 years later our mission remains the same, but has expanded to keep pace with changing technology. Our products enhance a variety of communications systems for customers that include Fortune 500 companies, government agencies, global technology leaders, and branches of the military. Over the years a distinct culture has formed at JPS, one that encourages collaboration, inclusiveness, and a sense of family. We believe that everyone plays an important role in our mission. As we continue to design and implement new solutions in the robust communications industry, we are always looking for talented professionals to join our growing team.