Technical Support Specialist - Industrial Equipment

The Technical Support Specialist will deliver hands-on troubleshooting and technical assistance for software-controlled industrial equipment. This onsite role in Round Rock, Texas focuses on diagnosing software, mechanical, and electrical issues, supporting operators through remote repair sessions, and coordinating with internal and factory teams to resolve complex problems.

Role Summary

In this position, you will assist equipment operators and maintenance personnel by diagnosing issues across Windows-based systems, desktop applications, and equipment subsystems. You will document and manage support cases, guide troubleshooting and mechanical repair steps through remote sessions, and coordinate with onsite personnel, in-house engineers, and factory teams when problems require deeper technical resolution. You will also help identify potential design or process changes that may reduce repeat incidents, and contribute technical guidance to internal knowledge resources.

Key Responsibilities

• Provide technical support to equipment operators and maintenance personnel.
• Diagnose issues involving Windows-based systems, desktop applications, and equipment subsystems.
• Troubleshoot software-controlled equipment, including mechanical and electrical components, sensors, and their operational effects.
• Document and track incidents using case management tools, maintaining clear records and timely communication.
• Coach equipment operators through troubleshooting and mechanical repairs during remote support sessions.
• Coordinate with onsite personnel, in-house engineers, and factory teams to resolve complex technical issues.
• Identify potential design or process changes to help prevent recurring issues.
• Provide technical guidance and contribute documentation to internal knowledge resources.

Required Qualifications

• Patience and a steady approach when working through problems with busy or frustrated people.
• Clear written and verbal communication skills for explaining technical information and instructions remotely.
• Strong attention to detail in troubleshooting, following procedures, and documenting cases.
• Ability to learn new systems quickly and apply that learning effectively.
• Strong analytical and problem-solving skills, including critical thinking under pressure.
• Ability to work independently and collaboratively, with a focus on continuous improvement.
• Mechanical or electrical aptitude, plus comfort with computers including Windows, desktop applications, and basic networking.
• Associate degree in a technical field, or equivalent hands-on technical experience.

Preferred Experience

• Experience troubleshooting industrial equipment, including familiarity with sensors and their operational impact.
• Experience in remote technical support, especially for industrial equipment or automation.
• Relevant software systems or industrial automation certifications.
• Customer Support experience: 2 years (preferred).

Technical Environment

• Windows-based systems
• Desktop applications
• Basic networking

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Job Details

• Job Type: Full-time
• Work Location: In person
• Location: Round Rock, TX (onsite)
• Shift Availability: Day Shift (preferred), Night Shift (preferred)
• Willingness to Travel: 25% (preferred)
• Pay: $55,000.00 - $70,000.00 per year
• Education: Associate (preferred)
• License/Certification: Driver's License (required)

Application Questions

• What are you looking for in a new job?
• What interests you about this position?