Technical Support Specialist II

Job Description

About the role \n

Sonicu builds wireless monitoring sensors and a cloud platform that hospitals and pharmacies rely on to keep vaccines, medications, and cleanrooms in compliance.

As a Technical Support Specialist II, you'll be the escalation point when Tier 1 can't solve an issue. You'll dig into device logs, work through connectivity problems with customer IT teams, decide when hardware has actually failed, and own the fix through to the end. If you like the investigative work of support, this role is for you.

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• Take escalated tickets from Tier 1 and drive them to resolution: troubleshoot, find root cause, and communicate clearly with customers along the way.
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• Diagnose why devices drop offline or stop reporting, working out whether the cause is Sonicu hardware, configuration, or the customer's WiFi, Ethernet, or cellular connection.
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• Work directly with customer IT and facilities teams to get devices back online, often walking them through what our devices need from their network.
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• Evaluate suspected hardware failures, decide whether an RMA is warranted, and handle replacements, including configuration, testing, and shipping coordination.
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• Keep ticket records in HubSpot complete and clear so anyone can pick up where you left off.
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• Spot recurring issues, share what you learn with Tier 1, and write knowledge base articles so the same problem doesn't come back twice.
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• Help out with Sonicu's internal office IT as needed.
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• 3+ years in technical support, help desk, field service, or a similar hands-on troubleshooting role.
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• A methodical approach to problems: you form a hypothesis, test it, and narrow things down rather than guessing.
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• Working knowledge of networking basics: IP addressing, DHCP, DNS, and how a device gets on WiFi. You don't need to configure enterprise switches, but you should know what to ask the person who does.
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• Comfort with hardware: diagnosing physical devices, swapping components, and telling a dead unit from a misconfigured one.
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• Clear writing and calm phone presence. You'll explain technical problems to pharmacists, nurses, and IT staff, sometimes on the same call.
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• High school diploma or equivalent.
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• CompTIA A+ or Network+, or progress toward one.
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• Experience at an MSP, ISP, or NOC, or as a field or install technician.
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• Exposure to IoT devices, wireless sensors, or 2.4GHz WiFi troubleshooting.
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• Support experience in healthcare, pharmacy, or another regulated industry.
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• HubSpot or a similar ticketing/CRM system.
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