Industrial Tech Support Specialist (Tier 1)

Xyntek Inc.; Newtown (PA); On-site; USD 50,000 - 70,000; Full time

Job summary

Catalyx is hiring a Technical Support Specialist (Tier 1 Service Support) in Newtown, PA. You will be the first contact for customer tickets, triaging issues and performing initial remote troubleshooting to resolve common equipment and software problems.

You will escalate complex scenarios to Field Service Engineers or Engineering teams, document steps and maintain records, and coordinate dispatches when on-site work is required.

Qualifications

• Associate's degree in Engineering Technology or related field preferred.
• 2+ years in technical support, customer service, or field coordination.
• Experience with ticket management systems (Zendesk/Salesforce) preferred.
• Experience supporting manufacturing or industrial environments is a plus.

Responsibilities

• Be the first point of contact for technical support tickets.
• Triages incoming tickets and gathers required information.
• Perform initial remote troubleshooting and resolve common issues.
• Escalate complex issues to engineers or field staff as needed.
• Document steps, findings, and resolutions in the service management system.
• Prioritize requests based on urgency and SLAs, coordinate on-site dispatches.

Skills

Ticketing software

Remote diagnostics

Electrical theory

Troubleshooting

Documentation

Education

Associate's degree in Engineering Technology

Tools

Zendesk

Salesforce Service Cloud

Job description

Catalyx is hiring a Technical Support Specialist (Tier 1 Service Support) in Newtown, PA. You will be the first contact for customer tickets, triaging issues and performing initial remote troubleshooting to resolve common equipment and software problems.

You will escalate complex scenarios to Field Service Engineers or Engineering teams, document steps and maintain records, and coordinate dispatches when on-site work is required.