🚀 Now Hiring: Lead Technical Support Engineer (Onsite – Union, NJ)
Join a global leader in the Energy industry and take ownership of a high‑impact technical support function. This role is ideal for an experienced engineer who thrives in fast‑paced environments, enjoys solving complex technical challenges, and is ready to lead a small but mighty support team.
As the Lead Technical Support Engineer, you’ll provide advanced technical support to customers and internal teams—including Field Service, Billing, and Regional Sales. You’ll oversee hardware/software issue resolution, guide a team of 2–3 Technical Support Engineers, and drive continuous improvement across support operations.
Key Responsibilities Technical Support & Troubleshooting
- Manage ticket triage, tracking, and timely resolution
- Provide expert-level support for hardware, software, and network-related issues
- Escalate complex cases to R&D/Software teams and follow through to resolution
- Conduct remote diagnostics (network configuration, hardware integration, software analysis)
- Perform RCA on recurring issues and recommend long-term solutions
- Occasional travel to customer sites
Team Leadership & Operations
- Lead, mentor, and develop a team of Technical Support Engineers
- Monitor KPIs such as response times, resolution rates, and customer satisfaction
- Serve as the primary escalation point for complex technical matters
- Champion a customer-first support culture
- Implement best practices for Salesforce ticket management
Process Improvement & Knowledge Management
- Maintain and expand internal knowledge base and troubleshooting documentation
- Identify opportunities to streamline support processes
- Collaborate with Engineering and Product teams to influence product enhancements
- Stay current with emerging technologies and industry trends
🎓 Requirements
- Bachelor’s in Electrical Engineering
- 4+ years of experience in system troubleshooting and technical analysis
- Experience with SCADA, RTU, HMI, and data acquisition systems
- Solid understanding of three-phase power systems
- Understanding of digital communication methods
- Familiarity navigating Windows machines
- Excellent communication skills across technical and non-technical audiences
- Ability to manage multiple priorities in a fast-paced environment
✨ Preferred (Nice to Have)
- Experience with metering products or utility billing systems
- Knowledge of Serial, Fiber, and Ethernet communication technologies
- Familiarity with industrial protocols: Modbus, BACnet, DNP3, etc.
💰 Salary Range: $115,000–$130,000
