Industrial Automation Support Specialist (Tier 1)

Xyntek Inc.; Northern (KY); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Total Rewards package

Job summary

Catalyx in Newtown, United States is seeking a Technical Support Specialist (Tier 1) to be the first contact for customer tickets, performing initial troubleshooting and remote issue resolution.

You will triage requests, document steps, and coordinate on-site dispatches with field engineers, leveraging Zendesk or Salesforce and a Total Rewards package. Requirements include an associate degree and 2+ years in technical support, with strong communication and problem-solving skills.

Qualifications

• Associate degree in Engineering Technology, Industrial Technology, Information Technology, Electronics, or related field preferred.
• 2+ years of experience in technical support, customer service, field service coordination, help desk, or industrial equipment support.
• Experience working with ticket management systems such as Zendesk, Salesforce Service Cloud, or similar CRM/service management platforms.
• Experience supporting customers in manufacturing, industrial automation, machinery, or technical environment preferred.

Responsibilities

• Serve as the first point of contact for customer technical support requests.
• Triage incoming service tickets and gather required information to identify issues.
• Perform initial troubleshooting and resolve common equipment and software issues remotely.
• Escalate complex issues to Field Service Engineers, Technical Support Engineers, or Engineering teams when necessary.
• Document troubleshooting steps, findings, and resolutions within the service management system.
• Prioritizes service requests based on urgency, customer impact, and service level agreements (SLAs).
• Coordinate service dispatches when on-site support is required.
• Maintain accurate records of customer interactions and equipment history.

Skills

Technical support

Customer service

Remote troubleshooting

Ticket management

CRM platforms

Education

Engineering Technology

Tools

Zendesk

Salesforce Service Cloud

Job description

Catalyx in Newtown, United States is seeking a Technical Support Specialist (Tier 1) to be the first contact for customer tickets, performing initial troubleshooting and remote issue resolution.

You will triage requests, document steps, and coordinate on-site dispatches with field engineers, leveraging Zendesk or Salesforce and a Total Rewards package. Requirements include an associate degree and 2+ years in technical support, with strong communication and problem-solving skills.