Technical Support Specialist

Mobiltex

Newport

Hybrid

GBP 46,000 - 50,000

Full time

4 days ago

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Benefits offered by this job

Hybrid working

Private medical care after probation

Enhanced company sick pay

Flexible annual leave

Personal leave days after probation

Eye test and glasses contribution

Annual wellness allowance

Company pension scheme

Job summary

Mobiltex, based in Newport, Wales, is seeking a Technical Support Specialist to onboard clients, train users, and provide hands-on support for IoT hardware and software platforms. The role blends engineering knowledge with customer engagement and will initially be office-based before shifting to a hybrid pattern.

Occasional site visits and ongoing learning opportunities are offered to develop expertise and progression toward senior roles.

Qualifications

Diploma or degree in Electronics or Electrical Engineering Technology, or an equivalent Higher National Certificate (HNC), Higher National Diploma (HND) or foundation degree
1–3 years of experience in a customer-facing technical role, such as support or customer success
Technical expertise in electronics diagnostics, testing and repair
Excellent communication skills with the ability to simplify complex technical concepts
Strong problem-solving and analytical thinking abilities
Experience with support ticketing systems and remote diagnostic tools
Knowledge of electrostatic discharge (ESD) and electronics handling procedures
Willingness to travel occasionally to customer sites
Right to work in the UK

Responsibilities

Onboard clients from initial deployment through to operational readiness, setting them up for long-term success
Deliver structured training for clients, distributors and end users on IoT hardware deployment and setup, software platforms such as CorView and iCPSM, and data interpretation and operational best practices
Provide technical support across hardware, firmware and software environments
Act as an escalation point for complex or high-impact issues
Diagnose problems methodically and identify root causes, workarounds and solutions
Manage support tickets with a focus on responsiveness, clarity and resolution quality
Communicate clearly with customers, translating technical issues into understandable terms
Drive measurable customer satisfaction across every interaction, from first response to confirmed resolution
Act as a trusted advisor to customers, not just a support function
Proactively identify opportunities to improve performance, system utilisation and data quality
Advise customers on best practices for deployment, monitoring and maintenance
Support key accounts with deeper technical engagement where required
Perform occasional diagnostics and repair work for complex or escalated cases, as needed
Collaborate with Product and Bench Technologists on failure analysis and repair quality
Support product return and repair (RMA) workflows and document technical findings
Provide structured feedback to Engineering and Product on recurring issues, feature gaps and customer pain points to support continuous improvement of product reliability and usability
Help drive success and growth for new and long-term customers by sharing information with Sales and partnering with Account Management as customer needs change
Work closely with Service Administration to ensure smooth coordination of repair workflows
Grow and improve Mobiltex Education by sharing customer education gaps and learning needs with Trainers and Technical Content Creators
Develop and maintain technical documentation, including troubleshooting guides, support materials, knowledge base articles and training materials, using standards set by Trainers and Technical Content Creators
Identify internal and customer-facing process inefficiencies and lead or participate in initiatives to improve support delivery and the customer experience
Use phones, emails and case ticketing systems to communicate with customers and track resolutions and bug defects internally
Attend customer sites occasionally for training on new products and on-site diagnosis
Use AI tools to draft case responses, summarise ticket threads, search the knowledge base and cases for similar issues, and generate first-draft articles for peer review and publishing

Skills

Electronics diagnostics

Remote diagnostic tools

Customer-facing support

Problem-solving

Communication skills

Education

Higher National Certificate/Diploma in Electronics or Electrical Engineering Technology

Tools

Support ticketing systems

Remote diagnostics tools

Job description

Technical Support Specialist | Newport, Wales | Hybrid Working | Full Time | £45,500–£49,500 per annum

Mobiltex is an IIoT and software company delivering remote monitoring and software solutions that help maintain pipeline health for industries delivering critical services. Their solutions target real-time corrosion prevention, gas pressure management and water network optimisation, primarily serving midstream and downstream energy operators and water utilities.

Mobiltex is a high-growth company in an active phase of product and organisational scaling, with potential for Mergers and Acquisitions, as well as a growing international footprint. This is an environment that rewards people who can build structure where it doesn’t yet exist and drive commercial output as the organisation scales.

The Role

As a Technical Support Specialist, you’ll provide technical support, onboarding and training to customers while working closely with Service, Engineering, Sales and Product teams. The role combines hands‑on technical expertise with customer engagement to support the successful deployment, adoption and ongoing performance of IoT solutions across the energy and water sectors.

This is an early-career role within the support team, reporting to the Support Manager. You’ll have the opportunity to build your technical and troubleshooting expertise and develop towards a senior support or implementation role over time.

Your first three months will be office‑based, allowing you to gain hands‑on experience with the hardware and learn alongside the team. After this, the role will move to a hybrid working pattern combining office and home working.

The role also involves occasional customer site visits for product training and on‑site diagnosis.

Key Responsibilities

Client Onboarding & Technical Enablement

Onboard clients from initial deployment through to operational readiness, setting them up for long‑term success
Deliver structured training for clients, distributors and end users on IoT hardware deployment and setup, software platforms such as CorView and iCPSM, and data interpretation and operational best practices

Technical Support & Issue Resolution

Provide technical support across hardware, firmware and software environments
Act as an escalation point for complex or high‑impact issues
Diagnose problems methodically and identify root causes, workarounds and solutions
Manage support tickets with a focus on responsiveness, clarity and resolution quality
Communicate clearly with customers, translating technical issues into understandable terms

Customer Success & Operational Impact

Drive measurable customer satisfaction across every interaction, from first response to confirmed resolution
Act as a trusted advisor to customers, not just a support function
Proactively identify opportunities to improve performance, system utilisation and data quality
Advise customers on best practices for deployment, monitoring and maintenance
Support key accounts with deeper technical engagement where required

Diagnostics, Testing & Repair Support

Perform occasional diagnostics and repair work for complex or escalated cases, as needed
Collaborate with Product and Bench Technologists on failure analysis and repair quality
Support product return and repair (RMA) workflows and document technical findings

Cross-Functional Collaboration

Provide structured feedback to Engineering and Product on recurring issues, feature gaps and customer pain points to support continuous improvement of product reliability and usability
Help drive success and growth for new and long‑term customers by sharing information with Sales and partnering with Account Management as customer needs change
Work closely with Service Administration to ensure smooth coordination of repair workflows
Grow and improve Mobiltex Education by sharing customer education gaps and learning needs with Trainers and Technical Content Creators

Documentation & Process Improvement

Develop and maintain technical documentation, including troubleshooting guides, support materials, knowledge base articles and training materials, using standards set by Trainers and Technical Content Creators
Identify internal and customer‑facing process inefficiencies and lead or participate in initiatives to improve support delivery and the customer experience

Communication & AI Tools

Use phones, emails and case ticketing systems to communicate with customers and track resolutions and bug defects internally
Attend customer sites occasionally for training on new products and on‑site diagnosis
Use AI tools to draft case responses, summarise ticket threads, search the knowledge base and cases for similar issues, and generate first‑draft articles for peer review and publishing

Requirements

Essential

Diploma or degree in Electronics or Electrical Engineering Technology, or an equivalent Higher National Certificate (HNC), Higher National Diploma (HND) or foundation degree
1–3 years of experience in a customer‑facing technical role, such as support or customer success
Technical expertise in electronics diagnostics, testing and repair
Excellent communication skills with the ability to simplify complex technical concepts
Strong problem‑solving and analytical thinking abilities
Experience with support ticketing systems and remote diagnostic tools
Knowledge of electrostatic discharge (ESD) and electronics handling procedures
Willingness to travel occasionally to customer sites
Right to work in the UK

Desirable