Technical Support Engineer - Ndustrial

Why We're Here:

• Industrial facilities around the world are facing unprecedented energy challenges around rising energy costs and carbon reduction goals. We help our customers measure and improve their carbon footprint, energy spend, and profitability in terms of their production. We call this Energy Intensity, and we do it with a "production first" mindset for maximum impact. That's why at Ndustrial our mission is "to accelerate the optimization of Energy Intensity in industrial facilities." We live out this mission every day from our software development teams to our go-to-market teams.

• Our Nsight Energy Intensity Platform is a market-leading SaaS platform which integrates IoT devices and control systems in the field with cloud-based systems. Nsight brings together all of this data to accelerate the energy transition for our industrial customers.

More About Us:

• We live our values everyday: Teamwork, Customer First, Quality, and Curiosity
• Our founders merged their experiences across Silicon Valley innovation, industrial engineering, and computer science to build a real-time industrial intelligence platform. We started as a team of three and have grown to more than 40 employees based in Raleigh and around the country.
• A Series B company supported by world class investors including ABB, Clean Energy Ventures, ENGIE New Ventures, GS Energy and more.
• Our customers span the globe with hundreds of industrial facilities that are highly energy intensive like cold storage warehouses, recycling facilities, and manufacturing sites.
• We exist to make the world a better place. We work every day to root out waste in the industrial sector. We are also dedicated to being a place where people can grow, have fun, feel part of a great community, and give back.

• As a member of the Pledge 1% community, we donate 1% of employee time to charitable causes like building energy-efficient homes together with Habitat for Humanity. As a Green Places partner, we also track and offset our carbon emissions using high-quality, third-party verified offsets. Come grow with us!

About the Role:

Ndustrial is hiring an experienced Technical Support Engineer to join our team and help us maintain our commitment to excellence and putting customers first.

As a Tier 2 Technical Support Engineer, you will play a crucial role in ensuring our clients have a seamless experience with our energy intensity solution including SaaS in the cloud and IoT hardware in the field. You will be the go-to expert for complex technical issues, working cross-functionally with our product development and services teams to troubleshoot problems, provide solutions, and enhance product features. Your efforts will directly contribute to our customer satisfaction and overall product quality. This role requires flexibility, as you will be expected to address support requests during non-standard business hours to ensure timely assistance for our customers

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 experience, is preferred
• 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

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