Technical Support Specialist

Xyntek Inc.; Newtown (CT); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Total Rewards package

Visa assistance for eligible employees

Job summary

Catalyx is seeking a Technical Support Specialist (Tier 1 Service Support) in Newtown, CT. This role handles first-line customer tickets, performs remote troubleshooting, and coordinates on-site dispatches when needed.

The ideal candidate has an engineering-technology background, 2+ years in technical support, and experience with Zendesk or Salesforce Service Cloud.

Qualifications

• Associate's degree in Engineering Technology, Industrial Technology, Information Technology, Electronics, or related field preferred.
• 2+ years of experience in technical support or related fields.
• Experience with ticket management systems like Zendesk or Salesforce Service Cloud.

Responsibilities

• Serve as the first point of contact for customer technical support requests.
• Triaging incoming service tickets and gathering required information.
• Perform initial troubleshooting and resolve common issues remotely.
• Escalate complex issues to Field Service Engineers or Engineering teams.
• Document troubleshooting steps, findings, and resolutions in the service system.
• Prioritize service requests based on urgency and SLAs.
• Coordinate service dispatches when on-site support is required.
• Maintain accurate records of customer interactions and equipment history.

Skills

Diagnose issues

Remote diagnostics

Electrical systems

Mechanical systems

Wiring diagrams

Mechanical drawings

Equipment manuals

MS Office

Remote support tools

Customer service

Education

Associate's degree in Engineering Technology, Industrial Technology, Information Technology, Electronics, or related field

Tools

Zendesk

Salesforce Service Cloud

Job description

Newtown, United States | Posted on 08/12/2026

Catalyx specializes in the science of operational processes. With a footprint across North America and Europe, the company carefully automates and services R&D, production, packaging, and delivery processes—globally—with a sophisticated blend of products, technologies, and lifecycle services. The company was formed in 2022 after CXV Global (Crest Solutions, Xyntek, and VistaLink) and Panacea Technologies joined forces. For over three decades, Catalyx’s partnership-based culture has helped organizations in production-intense, highly regulated industries optimize their operational efficiency, performance, and safety. To learn more about the company's experience and comprehensive suite of capabilities and solutions, visit www.catalyx.ai .

Job Description

Position Summary

Technical Support Specialist (Tier 1 Service Support) rolethat serves as the first point of contact for customer service tickets,qualifications should be balanced between technical aptitude, customer serviceskills, and troubleshooting methodology.

Key Responsibilities

• Serveas the first point of contact for customer technical support requests.
  
• Triageincoming service tickets and gather required information to identifyissues.
  
• Performinitial troubleshooting and resolve common equipment and software issuesremotely.
  
• Escalatecomplex issues to Field Service Engineers, Technical Support Engineers, orEngineering teams when necessary.
  
• Documenttroubleshooting steps, findings, and resolutions within the servicemanagement system.
  
• Prioritizeservice requests based on urgency, customer impact, and service levelagreements (SLAs).
  
• Coordinateservice dispatches when on-site support is required.
  
• Maintain accurate records of customerinteractions and equipment history.
  

Requirements

• Associate'sdegree in Engineering Technology, Industrial Technology, InformationTechnology, Electronics, or related field preferred.
  
• 2+years of experience in technical support, customer service, field servicecoordination, help desk, or industrial equipment support.
  
• Experienceworking with ticket management systems such as Zendesk, Salesforce ServiceCloud, or similar CRM/service management platforms.
  
• Experiencesupporting customers in manufacturing, industrial automation, machinery,or technical environment preferred.
  

Technical Skills

• Abilityto diagnose and troubleshoot equipment issues using customer descriptions,logs, alarms, photos, and remote diagnostics.
  
• Basicunderstanding of:
  
• Electricaland mechanical systems
  
• Sensors,motors, and pneumatic systems
  
• Abilityto read and interpret:
  
• Wiringdiagrams
  
• Mechanicaldrawings
  
• Equipmentmanuals
  
• Proficiencywith Microsoft Office applications and remote support tools.
  

Preferred Skills

• Experiencesupporting industrial equipment, automation systems, robotics, ormanufacturing processes.
  
• Familiaritywith root cause analysis methodologies.
  
• Knowledgeof preventive maintenance practices.
  
• Experiencereviewing machine alarms and diagnostic data.
  
• Understandingof customer service KPIs and ticket management metrics.
  

Desired Competencies

• Strongproblem-solving and analytical skills.
  
• Excellentverbal and written communication.
  
• Abilityto remain calm under pressure and manage multiple priorities.
  
• Detail-orientedwith excellent documentation habits.
  
• Team-oriented with the ability to collaborateacross service, engineering, operations, and sales departments.
  

At Catalyx we understand that our people are our greatest asset. For this reason and many others, we take care of them. The team in Catalyx benefits from a Total Rewards package. This includes great personal benefits and professional growth opportunities.

Catalyx is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all individuals are valued, respected, and supported. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We encourage applications from all qualified candidates, regardless of background, and strive to create a welcoming environment for everyone.

At Catalyx, we are committed to attracting the best global talent. We proudly support our international employees by offering assistance with Critical Skills Visa applications for eligible candidates.