Technical Support Engineer

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ndustrial is a Raleigh, NC based startup looking for an experienced Technical Support Engineer. As the Technical Support Engineer at ndustrial, you must be passionate about your work and will be counted on to build and improve our best in class products for the industrial IOT market.We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot our cloud based software solutions and help our customers configure and update their integrations and applications running under the ndustrial Contxt framework. You will monitor and receive notifications from applications and services that are failing. Troubleshoot failing applications and services and restore service. If youre naturally a helper, enjoy assisting people resolve software issues and are able to explain technical details simply, wed like to meet you. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.


* Research and identify solutions to cloud based software failures

* Diagnose and troubleshoot technical issues, including account setup and AWS network configuration

* Ask customers targeted questions to quickly understand the root of the problem

* Track system issues through to resolution, within agreed time limits

* Talk clients through a series of actions, either via phone, email or chat, until theyve solved a technical issue

* Properly escalate unresolved issues to appropriate internal teams

* Provide prompt and accurate feedback to customers and internal stakeholders

* Refer to and build upon internal database or external resources to provide accurate solutions

* Ensure all issues are properly documented and tracked

* Prioritize and manage several open issues at one time

* Follow up with clients to ensure their integrated systems are fully functional after troubleshooting

* Prepare accurate and timely reports

* Be available for rotating pager duty after normal business hours

* Document technical knowledge in both internal and external troubleshooting documents


* Proven work experience as a Technical Support Engineer, Help Desk Technician or similar role

* Experience and/or expertise in cloud based solutions and IOT application solutions

* Experience with deploying / monitoring Kubernetes in AWS

* Experience in software development and coding in various languages (Java, Python, Kotlin, Node.js, etc.)

* A technical mindset with great attention to detail

* Excellent problem-solving and communication skills

* Ability to provide step-by-step technical help, both written and verbal

* Actively pursues personal continuous learning, development of skills and knowledge


* Open PTO Policy

* Outstanding Benefits: Medical, Dental and Vision, STD, LTD, Life, AD&D insurance employee premiums fully covered!

* Annual professional Development stipend ($500/year)

* Commuter benefit

* 401K

* Team outings, catered lunches, celebrations!

* Flexible work environment with telecommuting options

* New, modern, gorgeous office conveniently located on Fayetteville St. in Downtown Raleigh

* We live our values everyday: Teamwork, Customer Service, Quality and Curiosity

* Inclusive, communicative, innovative and fun environment, we enjoy working together!

* Dog friendly office
  • 1
  • Negotiable
  • None
  • None
  • Re-72027
  • Permanent
  • 13

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