Technical Support Specialist

4 weeks ago


Raleigh, North Carolina, United States ndustrial Full time

About Ndustrial

Ndustrial is a leading provider of energy intensity solutions for industrial facilities. Our mission is to accelerate the optimization of energy intensity in industrial facilities, and we're looking for a skilled Technical Support Engineer to join our team.

Job Summary

We're seeking an experienced Technical Support Engineer to provide expert-level support for our customers. As a Technical Support Engineer, you will be the primary point of contact for Tier 1 support requests, and will work closely with our product development and services teams to troubleshoot complex technical issues, provide solutions, and enhance product features.

Key Responsibilities

  • Serve as the primary point of contact for Tier 1 support requests and escalate to the best internal experts based on the nature of the issues
  • Diagnose and resolve technical issues related to networking, cloud software, and IoT devices quickly and effectively
  • Work closely with engineering, product, and customer success teams to relay customer feedback, address software bugs, fix data quality and configuration issues, and request new features
  • Provide technical training to customers through live, hands-on sessions, ensuring they fully understand our technology and services
  • Track and manage support requests through our ticketing system, ensuring timely resolution

Requirements

  • At least 3 years of experience in a technical support role, preferably in a SaaS environment
  • Strong understanding of networking principles, IoT technologies and cloud-native environments
  • Experience with database querying languages (SQL, etc) and API requests (REST, GraphQL, etc)
  • Ability to communicate technical concepts to non-technical audiences
  • Willingness to learn and adapt to rapidly evolving technology

What We Offer

  • Open PTO Policy
  • Outstanding Benefits: Medical, Dental and Vision, STD, LTD, Life, AD&D insurance employee premiums fully covered
  • Annual Professional Development stipend
  • 1% Pledge Program - we donate 1% of employees' time through community outreach and volunteer activities for a total of 21 hours annually
  • Commuter benefit
  • 401K
  • Team outings, catered weekly lunches, celebrations
  • Hybrid work environment
  • New, modern, gorgeous office conveniently located on S Harrington St. in downtown Raleigh
  • Inclusive, communicative, innovative, and fun environment
  • Dog-friendly office


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