Technical Support Specialist

Job Description

Job Description

Position Summary

Technical Support Specialist (Tier 1 Service Support) role that serves as the first point of contact for customer service tickets, qualifications should be balanced between technical aptitude, customer service skills, and troubleshooting methodology.

Key Responsibilities

• Serve as the first point of contact for customer technical support requests.
  
• Triage incoming service tickets and gather required information to identify issues.
  
• Perform initial troubleshooting and resolve common equipment and software issues remotely.
  
• Escalate complex issues to Field Service Engineers, Technical Support Engineers, or Engineering teams when necessary.
  
• Document troubleshooting steps, findings, and resolutions within the service management system.
  
• Prioritize service requests based on urgency, customer impact, and service level agreements (SLAs).
  
• Coordinate service dispatches when on-site support is required.
  
• Maintain accurate records of customer interactions and equipment history.
  

Requirements

• Associate's degree in Engineering Technology, Industrial Technology, Information Technology, Electronics, or related field preferred.
  
• 2+ years of experience in technical support, customer service, field service coordination, help desk, or industrial equipment support.
  
• Experience working with ticket management systems such as Zendesk, Salesforce Service Cloud, or similar CRM/service management platforms.
  
• Experience supporting customers in manufacturing, industrial automation, machinery, or technical environment preferred.
  

Technical Skills

• Ability to diagnose and troubleshoot equipment issues using customer descriptions, logs, alarms, photos, and remote diagnostics.
  
• Basic understanding of:
  
• Industrial automation systems
  
• PLC-controlled equipment
  
• Electrical and mechanical systems
  
• Sensors, motors, and pneumatic systems
  
• Industrial networking fundamentals
  
• Ability to read and interpret:
  
• Electrical schematics
  
• Wiring diagrams
  
• Mechanical drawings
  
• Equipment manuals
  
• Proficiency with Microsoft Office applications and remote support tools.
  

Preferred Skills

• Experience supporting industrial equipment, automation systems, robotics, or manufacturing processes.
  
• Familiarity with root cause analysis methodologies.
  
• Knowledge of preventive maintenance practices.
  
• Experience reviewing machine alarms and diagnostic data.
  
• Understanding of customer service KPIs and ticket management metrics.
  

Desired Competencies

• Strong problem-solving and analytical skills.
  
• Excellent verbal and written communication.
  
• Ability to remain calm under pressure and manage multiple priorities.
  
• Strong customer service orientation.
  
• Detail-oriented with excellent documentation habits.
  
• Team-oriented with the ability to collaborate across service, engineering, operations, and sales departments.
  

Benefits

At Catalyx we understand that our people are our greatest asset. For this reason and many others, we take care of them. The team in Catalyx benefits from a Total Rewards package. This includes great personal benefits and professional growth opportunities.

Catalyx is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all individuals are valued, respected, and supported. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We encourage applications from all qualified candidates, regardless of background, and strive to create a welcoming environment for everyone.

At Catalyx, we are committed to attracting the best global talent. We proudly support our international employees by offering assistance with Critical Skills Visa applications for eligible candidates.