Technical Support Specialist I

SATO America LLC in Charlotte, NC is hiring a Technical Support Specialist I to help customers get the most from SATO products. This onsite role blends hands-on technical troubleshooting with clear, customer-friendly communication, while you support both operational needs and internal teams through accurate documentation and timely updates.

What you’ll do

• Troubleshoot technical issues with SATO products directly with customers
• Provide timely feedback to both Pre-Sales and Post-Sales teams
• Maintain direct contact with internal and external customers on a range of technical issues
• Explain complex technical issues to customers who may not be highly technical
• Accurately document troubleshooting calls and create customer-facing technical documents
• Work with customers and distributors to document product failures
• Test hardware and software daily to help resolve customer problems
• Perform all other assigned duties

What you’ll need

• Associate’s degree in electrical engineering or computer science (or equivalent work experience) required
• Ability to understand and troubleshoot thermal transfer printer mechanical and electronic systems
• Knowledge of Windows Operating System and MS Office (Word, PowerPoint, Excel)
• Understanding basic computer networking concepts such as TCP/IP and the OSI model
• Experience attaching peripherals (printers, scanners, etc.) and working with multiple communication protocols including parallel, serial, USB, and LAN
• Strong attention to detail, punctuality, and excellent customer service
• 1-3 years of customer service or technical support experience

Helpful experience and tools

• Experience with a help desk ticketing system such as Zendesk or ServiceNow, plus remote desktop applications (greatly desirable)
• Experience using test equipment such as protocol analyzers, multimeters, and oscilloscopes, along with basic electronics knowledge
• CompTIA A+ and CompTIA Network+ certifications are not required, but recommended

Tools and technologies you may work with: CompTIA A+, CompTIA Network+, Windows Operating System, MS Office (Word, PowerPoint, Excel), Zendesk, ServiceNow, remote desktop applications, TCP/IP, OSI model, parallel, serial, USB, LAN, protocol analyzers, multimeters, oscilloscopes, and basic electronics.