Technical Support Engineer

Ndustrial • Raleigh, NC

6h • Hybrid

About The Position

The Tech Support Engineer provides technical assistance to customers via phone, email, chat, or software, resolving issues across Ndustrial’s energy management software and our ColdOS Sense LoRaWAN refrigeration monitoring hardware. They troubleshoot technical problems, guide non-technical site staff through structured diagnostic calls, escalate complex issues as needed, and collaborate with Engineering, Product, and field service partners to ensure prompt resolution. Strong technical knowledge, problem-solving skills, and the ability to adapt in a fast-paced environment are essential.

Requirements

• Bachelor's degree in Computer Science, Engineering, or a related field
• At least 3 years of experience in technical support
• Working knowledge of LoRaWAN or similar IoT hardware protocols: end devices, gateways, and network servers
• Understanding of RF signal health (RSSI, SNR, spreading factor, link margin) and how indoor obstructions affect coverage
• Networking fundamentals (Ethernet/WAN, DHCP, firewalls, DNS, NTP) and comfort with Linux-based devices via web UI and SSH
• Ability to guide non-technical users through hardware troubleshooting by phone with calm, clear communication
• Familiarity with commercial refrigeration, cold chain operations or food-safety temperature compliance
• Strong technical knowledge and understanding of software applications
• Experience using and maintaining a CRM, familiarity with Hubspot a plus
• Experience with SQL and databases is a plus

Responsibilities

• Responding to customer inquiries and providing technical support via phone, email, chat or software
• Provide timely, detailed updates within the support platform including notes, diagnostics, follow-up actions and ticket status to ensure clear internal communication and continuity.
• Troubleshooting and resolving technical issues related to our energy and temperature intelligence software products
• Identifying and escalating issues that require further assistance or expertise
• Collaborating with other teams to ensure timely resolution of customer issues
• Providing guidance and training to customers on the use of our software products
• Documenting customer interactions and maintaining accurate records of customer issues and resolutions
• Process and validate utility bill data to ensure accuracy, completeness and timely customer delivery
• Support internal teams and customers by troubleshooting issues and answering data-related inquiries
• Improve data workflows through quality checks, documentation and identifying opportunities for automation or process enhancement
• Resolving tickets within the annual goal set by Ndustrial
• Conduct data audits (billing gaps, rate schedules, etc.) QA checks on processed data to ensure accuracy and completeness
• Triage gateway- and sensor-offline events in Nsight, separating single-device faults from site-network or fleet-wide incidents
• Lead scripted troubleshooting calls with non-technical store staff covering power, cabling, device LEDs and controlled power cycles
• Diagnose LoRaWAN gateway and sensor issues, including backhaul failures, failed joins, RF coverage and battery depletion
• Review installation conditions against site closeout documentation, photos, device mappings, and commissioning records to identify installation variances or likely root causes and determine the appropriate remote or field remediation path.
• Capture diagnostic logs before reboots and coordinate Tier 2, vendor and field dispatch escalations for the specific failed component
• Recognize and escalate food-safety risk from out-of-range or implausible readings, and track SLA clocks and customer handoffs in real time

Benefits

• Flex PTO Policy
• Medical, Dental and Vision, STD, LTD, Life, AD&D insurance employee premiums fully covered!
• Annual professional development stipend ($500/year)
• Commuter benefit
• Hey Taco! Peer Recognition Rewards
• 401K contribution program
• Stock Options
• Weekly catered lunches
• Flexible hybrid work environment
• New, modern, open office conveniently located on S. Harrington St. in Downtown Raleigh
• Inclusive, communicative, innovative and fun environment, we enjoy working together!
• Dog friendly office
• As part of the Pledge 1% community, we donate 1% of employee time to charitable efforts every year.
• We actively support causes like Habitat for Humanity and One Tree Planted, in addition to various local charities.
• As a Green Places partner, we also track and offset our carbon emissions using high-quality, third-party verified offsets.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level