Technical Customer Support (3191)
IRONCLAD Powered by Mersino
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Job summary
IRONCLAD Powered by Mersino is seeking a Technical Customer Support specialist to help keep our telemetry devices running across the fleet. You will respond to inquiries, troubleshoot alarms, and monitor device health to support uptime for internal and external customers.
You will work with IoT management software to handle support tickets, perform proactive status checks, and assist in improving the patching process and IoT tools. This role focuses on reliable, data-driven service delivery.
Responsibilities
- Manage daily support calls and support tickets
- Monitor telemetry devices through Internet of Things (IoT) management software
- Make proactive callouts for device status
- Interact with team members to assist in troubleshooting and identifying root cause of system problems
- Manage and troubleshoot the dispersed telemetry systems company‑wide
- Aid in the development of an Application Patching Process
- Assist in the process to help improve and enhance the IoT management software
Job description
The Technical Customer Support will be responsible for supporting, troubleshooting, and monitoring alarms on telemetry devices company wide. Mersino has over 1600 fleet assets outfitted with telemetry devices, monitoring the health and activity of our equipment. This role will focus on customer service, uptime, and managing the growing demands and needs of our internal and external customers.
- Manage daily support calls and support tickets
- Monitor telemetry devices through Internet of Things (IoT) management software
- Make proactive callouts for device status
- Interact with team members to assist in troubleshooting and identifying root cause of system problems
- Manage and troubleshoot the dispersed telemetry systems company‑wide
- Aid in the development of an Application Patching Process
- Assist in the process to help improve and enhance the IoT management software
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