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Ndustrial is a Series B startup based in Raleigh, NC that has delivered $100M+ in energy savings for food producers, storage operators, and retailers across the cold chain. The company's Nsight™ platform integrates existing systems to turn energy into a measurable production input, deploying in weeks and verifying savings in real time without disrupting operations. Trusted by industry leaders like Lineage, Americold, and ABB, Ndustrial is revolutionizing how the cold chain uses energy for a more sustainable future.
The Technical Support Engineer provides technical assistance to customers via phone, email, chat, or software, resolving issues across Ndustrial's energy management software and ColdOS Sense LoRaWAN refrigeration monitoring hardware. This role requires strong technical knowledge, problem-solving skills, and the ability to adapt in a fast-paced environment.
Key responsibilities include:
- Responding to customer inquiries and providing technical support across multiple channels
- Troubleshooting and resolving technical issues related to energy and temperature intelligence software products
- Triaging gateway and sensor-offline events, separating single-device faults from site-network or fleet-wide incidents
- Leading scripted troubleshooting calls with non-technical store staff covering power, cabling, device LEDs, and controlled power cycles
- Diagnosing LoRaWAN gateway and sensor issues, including backhaul failures, failed joins, RF coverage, and battery depletion
- Reviewing installation conditions against site closeout documentation to identify installation variances and determine appropriate remediation paths
- Capturing diagnostic logs and coordinating Tier 2, vendor, and field dispatch escalations
- Recognizing and escalating food-safety risks from out-of-range or implausible readings
- Providing timely, detailed updates within the support platform including notes, diagnostics, and ticket status
- Identifying and escalating issues requiring further expertise
- Collaborating with Engineering, Product, and field service partners to ensure prompt resolution
- Providing guidance and training to customers on software product use
- Processing and validating utility bill data to ensure accuracy and completeness
- Conducting data audits and QA checks on processed data
- Documenting customer interactions and maintaining accurate records
- Improving data workflows through quality checks and identifying automation opportunities
The company values Teamwork, Customer First, Quality, and Curiosity, with a flexible hybrid work environment in a modern, dog-friendly office in Downtown Raleigh.
Requirements:
- Bachelor's degree in Computer Science, Engineering, or a related field
- At least 3 years of experience in technical support
- Working knowledge of LoRaWAN or similar IoT hardware protocols (end devices, gateways, network servers)
- Understanding of RF signal health (RSSI, SNR, spreading factor, link margin) and how indoor obstructions affect coverage
- Networking fundamentals (Ethernet/WAN, DHCP, firewalls, DNS, NTP) and comfort with Linux-based devices via web UI and SSH
- Ability to guide non-technical users through hardware troubleshooting by phone with calm, clear communication
- Familiarity with commercial refrigeration, cold chain operations, or food-safety temperature compliance
- Strong technical knowledge and understanding of software applications
- Experience using and maintaining a CRM (HubSpot experience a plus)
- SQL and database experience is a plus
