Technical Support Specialist

Suntech International USA, LLC.; Carlsbad (CA); On-site; USD 45,000 - 65,000; Full time

Job summary

Suntech International USA, LLC. is seeking a Tier 1 Technical Support Specialist in Carlsbad, CA to serve as the first point of contact for customers using our IoT and GPS telematics devices.

The role focuses on troubleshooting hardware, connectivity, configuration, and basic device communication issues while delivering friendly, clear technical guidance. You will handle Tier 1 support via email, phone, and remote sessions, document issues, and escalate complex cases to Tier 2 or Engineering.

Qualifications

• 1–3 years of experience in technical support or related field
• Basic understanding of cellular-connected devices, GPS, IoT, networking, or electronics
• Strong written and verbal communication skills

Responsibilities

• Provide Tier 1 technical support to customers via email, phone, and remote communication
• Troubleshoot IoT and GPS tracking device issues, including device connectivity, configuration, power, and installation
• Assist customers with device activation, setup, and basic configuration
• Review device status, communication logs, and basic diagnostic information to identify potential issues
• Escalate unresolved or complex issues to Tier 2 / Engineering with clear and complete technical information
• Follow up with customers to ensure issues are properly resolved
• Identify recurring field issues and communicate trends to internal technical and product teams
• Support new product testing and customer onboarding when needed

Skills

Troubleshooting

Customer support

Communication skills

IoT basics

Tools

CRM systems

Job description

We are looking for a Tier 1 Technical Support Specialist to join our growing U.S. team.

This role will serve as the first point of contact for customers experiencing technical issues with our IoT and GPS telematics devices. The ideal candidate is technically curious, customer-focused, and comfortable troubleshooting hardware, connectivity, configuration, and basic device communication issues.

Key Responsibilities

Technical Support Specialist – Tier 1

Location: Carlsbad, CA | Full-Time

We are looking for a Tier 1 Technical Support Specialist to join our growing U.S. team.

This role will serve as the first point of contact for customers experiencing technical issues with our IoT and GPS telematics devices. The ideal candidate is technically curious, customer-focused, and comfortable troubleshooting hardware, connectivity, configuration, and basic device communication issues.

• Provide Tier 1 technical support to customers via email, phone, and remote communication
• Troubleshoot IoT and GPS tracking device issues, including device connectivity, configuration, power, and installation
• Assist customers with device activation, setup, and basic configuration
• Review device status, communication logs, and basic diagnostic information to identify potential issues
• Determine whether an issue is related to the device, installation, cellular connectivity, configuration, or customer platform
• Document customer issues, troubleshooting steps, and resolutions
• Escalate unresolved or complex issues to Tier 2 / Engineering with clear and complete technical information
• Follow up with customers to ensure issues are properly resolved
• Identify recurring field issues and communicate trends to internal technical and product teams
• Support new product testing and customer onboarding when needed

• 1–3 years of experience in technical support, customer support, IoT, telematics, electronics, or a related technical field
• Strong troubleshooting and problem-solving skills
• Basic understanding of cellular-connected devices, GPS, IoT, networking, or electronics preferred
• Ability to communicate technical information clearly to both technical and non-technical customers
• Strong written and verbal communication skills
• Organized and comfortable managing multiple customer issues simultaneously
• Experience with CRM or technical ticketing systems is a plus
• Experience in GPS tracking, fleet telematics, automotive electronics, or IoT devices is highly preferred

What We're Looking For

We value people who take ownership of customer issues.

For us, fast response comes before fast resolution. Tier 1 Support is expected to quickly acknowledge an issue, understand its impact, begin troubleshooting, and provide the customer with clear next steps.

You don't need to know every answer - but you should know how to investigate, communicate clearly, and elevate effectively.

About Us

We are a global IoT technology company specializing in connected devices, GPS telematics, and custom IoT solutions. Our U.S. team works closely with customers and our global engineering organization to develop, deploy, and support connected-device solutions across multiple industries.

If you enjoy solving technical problems and working directly with customers in a fast-growing IoT environment, we'd like to hear from you.