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Ndustrial
Ndustrial
11 – 50 Employees
H1B Visa SponsorEnergyManufacturing
Ndustrial develops software for companies seeking to understand and improve energy use in production. Its Energy Intensity platform combines industrial IoT data with big data and predictive analytics to connect energy consumption with operational performance, helping teams identify opportunities to reduce energy costs and improve efficiency. The platform also supports sustainability efforts and alignment with standards such as ISO 50001.
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Technical Support Engineer, LoRaWAN and Energy Management

Support customers using Ndustrial’s energy-management software and LoRaWAN refrigeration-monitoring hardware. Diagnose software, connectivity, data, and food-safety issues.

USUnited StatesNCNorth CarolinaHybridFull-timeMiddleSeniorEnglish RequiredSupport Engineer
DNSFirewallsIoTLinuxSQL

Description

  • Assist customers through phone, email, chat, and software support channels.
  • Troubleshoot Ndustrial’s energy-management software and ColdOS Sense LoRaWAN refrigeration-monitoring hardware.
  • Walk non-technical site staff through structured diagnostic calls.
  • Escalate complex cases to Tier 2 support, vendors, field service partners, or other specialists.
  • Work with Engineering, Product, field service, internal teams, and vendors to resolve customer problems.
  • Keep support-platform records current with diagnostic notes, follow-up actions, and ticket status.
  • Train customers to use Ndustrial’s software products.
  • Record customer interactions and maintain accurate issue and resolution histories.
  • Process and verify utility-bill data for accuracy, completeness, and on-time delivery.
  • Investigate data problems and respond to related customer questions.
  • Strengthen data workflows with quality checks, documentation, automation, and process improvements.
  • Resolve tickets in line with Ndustrial’s annual target.
  • Audit billing gaps and rate schedules, and perform quality checks.
  • Triage gateway and sensor outage events in Nsight.
  • Lead scripted troubleshooting calls covering power, cabling, device indicators, and controlled power cycles.
  • Diagnose LoRaWAN gateway and sensor faults, including backhaul problems, failed joins, weak RF coverage, and depleted batteries.
  • Compare installation conditions with closeout documents, photos, device maps, and commissioning records.
  • Capture diagnostic logs before reboots and coordinate escalations or field dispatches.
  • Identify and escalate food-safety risks caused by out-of-range or implausible readings.
  • Monitor service-level deadlines and customer handoffs in real time.

Requirements

  • Bachelor’s degree in computer science, engineering, or a related discipline.
  • At least three years of technical support experience.
  • Working knowledge of LoRaWAN or comparable IoT protocols, including end devices, gateways, and network servers.
  • Understanding of RF signal metrics such as RSSI, SNR, spreading factor, and link margin.
  • Understanding of how indoor obstacles affect wireless coverage.
  • Knowledge of networking fundamentals, including Ethernet/WAN, DHCP, firewalls, DNS, and NTP.
  • Comfort working with Linux-based devices through web interfaces and SSH.
  • Ability to calmly and clearly guide non-technical users through hardware troubleshooting by phone.
  • Familiarity with commercial refrigeration, cold-chain operations, or food-safety temperature compliance.
  • Strong technical knowledge of software applications.
  • Experience using and maintaining a CRM system.
  • HubSpot familiarity is a plus.
  • SQL and database experience is a plus.

Benefits

  • Flexible paid time off policy.
  • Medical, dental, and vision insurance.
  • Short-term disability insurance.
  • Long-term disability insurance.
  • Life insurance.
  • AD&D insurance with employee premiums fully covered.
  • Annual professional development stipend of $500.
  • Commuter benefit.
  • Hey Taco! peer-recognition rewards.
  • 401(k) contribution program.
  • Stock options.
  • Weekly catered lunches.
  • Flexible hybrid work environment.
  • Modern, open office in downtown Raleigh.
  • Inclusive, communicative, innovative, and fun workplace.
  • Dog-friendly office.
  • Annual charitable initiatives through the Pledge 1% community.
  • Carbon emissions tracking and offsets through Green Places.
  • Diverse and inclusive workplace.

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