Customer Support Engineer - Industrial Hardware, IoT

ONYX Insight • Broomfield, CO

2d

About The Position

As a Customer Support Engineer at ONYX Insight, you’ll be the primary technical point of contact for customers following the installation and commissioning of our hardware solutions. You’ll own customer support cases end-to-end, ensuring a responsive, well-communicated and high-quality post-installation support experience. Working closely with Engineering, Development, Monitoring and Commercial teams, you’ll help ensure customers continue to get the most value from their deployed systems.

Requirements

• Experience in a customer-facing technical support role (e.g. Customer Support Engineer, Product Support Engineer, Technical Support Engineer).
• Understanding of tiered support models (L1 / L2 / L3) and cross-team working.
• Experience supporting deployed hardware in live customer environments.
• Strong communication skills and a customer-focused approach.
• Well organised, with strong attention to detail in documentation and coordination.
• Background in industrial hardware, field systems, IoT, energy, telecoms or industrial environments.

Responsibilities

• Acting as the main point of contact for customers post-installation and commissioning.
• Providing Level 1 and Level 2 technical support, including installation guidance, configuration support, hardware and connectivity troubleshooting, and data flow checks.
• Collaborating with Engineering and Development teams on more complex investigations, providing clear technical context and customer continuity.
• Managing and tracking support cases, maintaining accurate documentation and clear ownership.
• Owning customer communication throughout the support lifecycle, including updates, timelines and next steps.
• Supporting the lifecycle of deployed hardware by coordinating logistics activities, including warranty-related processes and equipment movements in line with company procedures.
• Contributing to customer-facing documentation such as troubleshooting guides and installation instructions.

Benefits

• Salary range - $80,000-$120,000
• Compensation is based on market pay structures and individual factors including location, experience and internal equity.
• Hiring at or near the top of the range is not typical, and compensation is determined on a case-by-case basis.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed