Technical Solutions Engineer

American Ndustrial - Raleigh, NC

Full-time - Mid Level

Hybrid - Raleigh, NC

11-50 employees

About the position

The Technical Solutions Engineer at Ndustrial plays a vital role in ensuring clients have a seamless experience with the company's energy intensity solutions, which include both SaaS in the cloud and IoT hardware in the field. This position involves troubleshooting complex technical issues, providing solutions, and enhancing product features, all while maintaining a strong commitment to customer satisfaction and product quality. The role requires flexibility to address support requests during non-standard business hours.

Responsibilities

• Serve as the primary point of contact to triage Tier 1 support requests and escalate to the best internal experts based on the nature of the issues
• Serve as an expert to help customers with some categories of Tier 2 support requests including IoT hardware issues, connectivity issues in the field, and diagnosis of data quality questions
• Diagnose and resolve technical issues related to networking, cloud software, and IoT devices quickly and effectively
• Create and maintain detailed documentation for technical support processes and customer inquiries. Develop knowledge base articles for future reference
• 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
• Contribute to product testing, quality assurance, and data quality efforts to enhance user experience and product reliability
• Communicate effectively with customers to understand their needs and provide tailored support, continuously working to improve their overall experience

Requirements

• Degree in Computer Science, Engineering, Math, Science, Information Technology/Systems, or a related field, or equivalent professional service engineering experience
• 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)
• Experience with troubleshooting networks and networking concepts (SSH, firewalls, port forwarding, OSI Layer 3, etc)
• Familiarity with data analytics and energy management systems, IoT protocols (MQTT, Modbus, PLCs) is a plus, but not required
• Ability to communicate technical concepts to non-technical audiences
• Willingness to learn and adapt to rapidly evolving technology
• Ability to embrace and exemplify Ndustrial's core values: Customer First, Curiosity, Quality, Teamwork

Nice-to-haves

• Familiarity with data analytics and energy management systems, IoT protocols (MQTT, Modbus, PLCs) is a plus, but not required

Benefits

• 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