M-Link Customer Support Technician
About The Position
The M-Link Customer Support Technician works under the direction of the Technical Services Manager to provide technical support, troubleshooting, and configuration assistance for M-Link telemetry and remote monitoring systems. This role serves as the primary point of contact for customers experiencing communication, device, configuration, or reporting issues, and is responsible for ensuring timely and professional resolution while maintaining high levels of customer satisfaction. This position is based in Hockley, TX and plays a key role in the reliability and value customers experience from the M-Link platform.
Requirements
- High school diploma or GED required
- 2+ years of experience in technical support, automation, telemetry, or related field
- Strong knowledge of Modbus RTU and Modbus TCP communications, including register mapping and troubleshooting
- Basic networking proficiency (IP addressing, gateways, DNS, port configuration, VPNs)
- Ability to read and interpret technical documentation
- Strong written and verbal communication skills
- Proficiency with Microsoft Office applications
Nice To Haves
- Associate degree in a technical field preferred
- Experience troubleshooting remote monitoring or SCADA systems preferred
- Prior experience with the M-Link platform
- Gas compression or oil & gas production industry background
- SCADA systems
- PLC programming and troubleshooting
Responsibilities
- Resolve M-Link customer support inquiries, providing prompt and professional responses to technical issues
- Configure and deploy M-Link monitoring systems, including device setup, register mapping, and integration with customer infrastructure
- Create, review, and validate device configuration files
- Troubleshoot communication failures and data discrepancies across Modbus RTU, Modbus TCP, RS-232, RS-485, and Ethernet protocols
- Diagnose and resolve cellular modem, gateway, and network connectivity issues affecting remote monitoring systems
- Assist customers with alarm, notification, and reporting within the M-Link platform
- Document customer interactions, configurations, and resolutions accurately within the ticketing system
- Maintain and contribute to customer-facing documentation, knowledge base articles, and internal support procedures
- Participate in after-hours support rotation as assigned to maintain coverage for critical customer needs
- Identify recurring issues and contribute to continuous improvement of support processes
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
