{"id":2185258,"url":"https://alion.io/job/ndustrial-technical-support-engineer","title":"Technical Support Engineer","company":{"id":3824073,"name":"Ndustrial","domain":"ndustrial.com","url":"https://alion.io/company/ndustrial-2","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Raleigh, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":51000,"max_usd":133000,"period":"year","method":"role_country_seniority_unknown","sample_n":1627},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Linux","optional":false},{"name":"LoRaWAN","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-09T16:06:23Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-11T18:35:28Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Ndustrial 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.\nMore About Us:\nWe 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.\nWe live by our values: Teamwork, Customer First, Quality, and Curiosity. With a team of forward-thinkers and problem-solvers, we’re driving the digital transformation of industries globally.\nNdustrial builds software that helps the world's largest food, cold chain, and industrial operators understand and control their energy in real time.\nIf you want your work to make real change, this is the place.\nAbout the Role:\nThe 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.\nResponsibilities:\nResponding to customer inquiries and providing technical support via phone, email, chat or software\nProvide timely, detailed updates within the support platform including notes, diagnostics, follow-up actions and ticket status to ensure clear internal communication and continuity.\nTroubleshooting and resolving technical issues related to our energy and temperature intelligence software products\nIdentifying and escalating issues that require further assistance or expertise\nCollaborating with other teams to ensure timely resolution of customer issues\nProviding guidance and training to customers on the use of our software products\nDocumenting customer interactions and maintaining accurate records of customer issues and resolutions\nProcess and validate utility bill data to ensure accuracy, completeness and timely customer delivery\nSupport internal teams and customers by troubleshooting issues and answering data-related inquiries\nImprove data workflows through quality checks, documentation and identifying opportunities for automation or process enhancement\nResolving tickets within the annual goal set by Ndustrial \nConduct data audits (billing gaps, rate schedules, etc.) QA checks on processed data to ensure accuracy and completeness\nColdOS Sense Hardware and Platform Support:\nTriage gateway- and sensor-offline events in Nsight, separating single-device faults from site-network or fleet-wide incidents\nLead scripted troubleshooting calls with non-technical store staff covering power, cabling, device LEDs and controlled power cycles\nDiagnose LoRaWAN gateway and sensor issues, including backhaul failures, failed joins, RF coverage and battery depletion\nReview 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.\nCapture diagnostic logs before reboots and coordinate Tier 2, vendor and field dispatch escalations for the specific failed component\nRecognize and escalate food-safety risk from out-of-range or implausible readings, and track SLA clocks and customer handoffs in real time\nRequirements\nBachelor's degree in Computer Science, Engineering, or a related field\nAt least 3 years of experience in technical support \nWorking knowledge of LoRaWAN or similar IoT hardware protocols: end devices, gateways, and network servers\nUnderstanding of RF signal health (RSSI, SNR, spreading factor, link margin) and how indoor obstructions affect coverage\nNetworking fundamentals (Ethernet/WAN, DHCP, firewalls, DNS, NTP) and comfort with Linux-based devices via web UI and SSH\nAbility to guide non-technical users through hardware troubleshooting by phone with calm, clear communication\nFamiliarity with commercial refrigeration, cold chain operations or food-safety temperature compliance\nStrong technical knowledge and understanding of software applications\nExperience using and maintaining a CRM, familiarity with Hubspot a plus\nExperience with SQL and databases is a plus\nBenefits\nFlex PTO Policy\nOutstanding Benefits: Medical, Dental and Vision, STD, LTD, Life, AD&D insurance employee premiums fully covered!\nAnnual professional development stipend ($500/year)\nCommuter benefit\nHey Taco! Peer Recognition Rewards\n401K contribution program\nStock Options\nWeekly catered lunches\nFlexible hybrid work environment to help you maximize impact across your work-life dynamic\nNew, modern, open office conveniently located on S. Harrington St. in Downtown Raleigh\nInclusive, communicative, innovative and fun environment, we enjoy working together!\nDog friendly office\nAs part of the Pledge 1% community, we donate 1% of employee time to charitable efforts every year. We actively support causes like Habitat for Humanity and One Tree Planted, in addition to various local charities. As a Green Places partner, we also track and offset our carbon emissions using high-quality, third-party verified offsets.\nAt Ndustrial, we foster an inclusive and diverse workplace where every individual feels valued, respected, and empowered to contribute their unique perspectives and talent. We believe that talent comes in all shapes, sizes, and experiences. We recognize that you may not check every box on the job description, and that's okay! 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