Technical Support Engineer

Cornell Pump•Nashville, TN

39d

About The Position

High Tide Technologies is a leading provider of SCADA and utility monitoring solutions with over 20 years of experience and ongoing growth. Headquartered in Nashville, TN, we serve more than 1,700 customers across the United States, Canada, and Central & South America supporting utilities of all sizes with innovative technology and reliable service. We are seeking a Technical Support Engineer to join our team to provide phone-based technical support to distributors and customers by researching & answering questions, troubleshooting problems, and setting up web-based installations. Summary Description: The Technical Support Engineer provides frontline phone support to customers and distributors, assisting with equipment installation, troubleshooting, and system setup. You'll be involved in configuring customer sites within a cloud-based SCADA platform, supporting ongoing customer satisfaction efforts, and maintaining accurate records across internal software systems. Schedule: Support office hours are 7:00am-5:00pm with staggered shifts. Expected to do some after-hours on-call support from home.

Requirements

Adequate computer skills (Google Apps, MS Excel, Trello, Slack)
Customer-first attitude
Positive and professional demeanor
Good communication skills
Organized note taking and record keeping
Teachable attitude: willingness to learn
Good math skills and comfortable with hexadecimal and binary number conversions
Experience with electrical and electronic basics
Able to understand voltage, current readings and resistance measurements.
Ability to manage simultaneous projects & tasks is a must
Possess all Level 1 skills outlined on the Skill Training Matrix
Associates degree in electronics or programming or equivalent experience.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
The requirements listed are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Responsibilities

Provide phone-based support for customers and distributors who are either installing units or troubleshooting problems in the field
Build basic Customer and Remote Terminal Unit installations on the High Tide Cloud-based SCADA system
Take input from customers and configure users' websites
Conduct satisfaction interviews with existing customers
Update tracking matrices & company-wide software-based applications for organizational purposes
Other duties as assigned

Benefits

10 paid holidays and PTO
401K Plan - Up to 7.5% (3% employer contribution and up to another 4.5% employer matching) as based on your contribution thereafter: immediate full vesting
Two medical plans: a PPO and an HDHP with an HSA
Dental/Vision coverage
Pet Insurance
Company-paid Employee Assistance Program (EAP)
Company-Paid Life Insurance & AD&D, Short-Term Disability and Long-Term Disability
Additional Voluntary Life Insurance & AD&D
Supplemental health insurance: hospital, accident, and critical illness insurance
Employee Rewards and Recognition Program