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Ndustrial

Technical Support Engineer

Ndustrial

. Provide technical support to customers via phone, email, chat, or software .

Posted 10/10/2026full-timeRaleigh • North Carolina • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support for energy management software and LoRaWAN hardware, with a strong focus on troubleshooting, customer training, and data management. Proficient in guiding non-technical users and collaborating with cross-functional teams to resolve complex issues efficiently.

Highest-signal resume keywords
Technical Support ExperienceLoRaWAN Protocol KnowledgeRF Signal Health UnderstandingLinux-Based Device ComfortCRM Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Technical SupportTroubleshootingData ManagementSQLNetworking FundamentalsSoftware Applications KnowledgeUtility Bill Data ProcessingDiagnostic Log CaptureBilling-Gap AuditsQuality Assurance Checks
Soft Skills
Clear CommunicationCustomer TrainingCollaborationProblem-SolvingCalm Guidance
Tools & Technologies
Energy Management SoftwareColdOS SenseNsightHubSpotCRM Systems
Industry Keywords
Commercial RefrigerationCold Chain OperationsFood-Safety Temperature ComplianceIoT Hardware ProtocolsSLA Tracking

Tech Stack

Tools & technologies
DNSFirewallsIoTLinuxSQL

About the role

Key responsibilities & impact
  • Provide technical support to customers via phone, email, chat, or software
  • Troubleshoot and resolve issues involving energy management software and ColdOS Sense LoRaWAN refrigeration-monitoring hardware
  • Guide non-technical site staff through structured diagnostic calls
  • Escalate complex issues to Tier 2, vendors, field service partners, or other experts
  • Collaborate with Engineering, Product, field service, internal teams, and vendors to resolve customer issues
  • Provide timely, detailed updates in the support platform, including notes, diagnostics, follow-up actions, and ticket status
  • Train customers on the use of software products
  • Document customer interactions and maintain accurate issue and resolution records
  • Process and validate utility bill data for accuracy, completeness, and timely delivery
  • Troubleshoot data issues and answer data-related inquiries
  • Improve data workflows through quality checks, documentation, automation, and process enhancements
  • Resolve tickets within Ndustrial's annual goal
  • Conduct billing-gap and rate-schedule audits and QA checks
  • Triage gateway- and sensor-offline events in Nsight
  • Lead scripted troubleshooting calls 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 closeout documentation, photos, device mappings, and commissioning records
  • Capture diagnostic logs before reboots and coordinate escalations or field dispatches
  • Recognize and escalate food-safety risks from out-of-range or implausible readings
  • Track SLA clocks and customer handoffs in real time

Requirements

What you’ll need
  • 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, including end devices, gateways, and network servers
  • Understanding of RF signal health, including RSSI, SNR, spreading factor, and link margin
  • Understanding of how indoor obstructions affect coverage
  • Networking fundamentals including Ethernet/WAN, DHCP, firewalls, DNS, and NTP
  • 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 is a plus
  • Experience with SQL and databases is a plus

Benefits

Comp & perks
  • Flex PTO Policy
  • Medical, Dental and Vision insurance
  • Short-term disability insurance
  • Long-term disability insurance
  • Life insurance
  • AD&D insurance with 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
  • Modern, open office in Downtown Raleigh
  • Inclusive, communicative, innovative and fun work environment
  • Dog friendly office
  • Annual charitable efforts through the Pledge 1% community
  • Carbon emissions tracking and offsetting through Green Places
  • Diverse and inclusive workplace