Technical Support Engineer

Tech Support EngineerNdustrial has delivered $100M+ in energy savings for food producers, storage operators and retailers across the cold chain. Our Nsight™ platform integrates existing systems to turn energy into a measurable production input. It deploys in weeks and verifies savings in real time, without disrupting operations. Trusted by industry leaders like Lineage, Americold and ABB, we're revolutionizing the way the cold chain uses energy for a more sustainable future.We are a Raleigh, NC based Series B startup backed by world class investors and serve global customers in energy-intensive sectors like cold storage, logistics, and manufacturing.Ndustrial builds software that helps the world's largest food, cold chain, and industrial operators understand and control their energy in real time.If you want your work to make real change, this is the place.The Tech Support Engineer provides technical assistance to customers via phone, email, chat, or software, resolving issues across Ndustrial's energy management software and our ColdOS Sense LoRaWAN refrigeration monitoring hardware. They troubleshoot technical problems, guide non-technical site staff through structured diagnostic calls, escalate complex issues as needed, and collaborate with Engineering, Product, and field service partners to ensure prompt resolution. Strong technical knowledge, problem-solving skills, and the ability to adapt in a fast-paced environment are essential.Responsibilities:Responding to customer inquiries and providing technical support via phone, email, chat or softwareProviding timely, detailed updates within the support platform including notes, diagnostics, follow-up actions and ticket status to ensure clear internal communication and continuity.Troubleshooting and resolving technical issues related to our energy and temperature intelligence software productsIdentifying and escalating issues that require further assistance or expertiseCollaborating with other teams to ensure timely resolution of customer issuesProviding guidance and training to customers on the use of our software productsDocumenting customer interactions and maintaining accurate records of customer issues and resolutionsProcess and validate utility bill data to ensure accuracy, completeness and timely customer deliverySupport internal teams and customers by troubleshooting issues and answering data-related inquiriesImprove data workflows through quality checks, documentation and identifying opportunities for automation or process enhancementResolving tickets within the annual goal set by NdustrialConduct data audits (billing gaps, rate schedules, etc.) QA checks on processed data to ensure accuracy and completenessColdOS Sense Hardware and Platform Support:Triage gateway- and sensor-offline events in Nsight, separating single-device faults from site-network or fleet-wide incidentsLead scripted troubleshooting calls with non-technical store staff covering power, cabling, device LEDs and controlled power cyclesDiagnose LoRaWAN gateway and sensor issues, including backhaul failures, failed joins, RF coverage and battery depletionReview installation conditions against site closeout documentation, photos, device mappings, and commissioning records to identify installation variances or likely root causes and determine the appropriate remote or field remediation path.Capture diagnostic logs before reboots and coordinate Tier 2, vendor and field dispatch escalations for the specific failed componentRecognize and escalate food-safety risk from out-of-range or implausible readings, and track SLA clocks and customer handoffs in real time