Technical Support Specialist II

Sonicu; Indianapolis (IN); On-site; USD 52,000 - 78,000; Full time

Job summary

Sonicu in Indianapolis is seeking a Technical Support Specialist II to be the escalation point when Tier 1 can't solve an issue. You’ll dig into device logs, work with customer IT teams, and own the fix through to the end.

You'll diagnose connectivity problems, determine hardware failures, and coordinate RMAs while keeping clear HubSpot records and contributing to knowledge base articles.

Qualifications

• 3+ years in technical support, help desk, field service, or a similar hands-on troubleshooting role.
• A methodical approach to problems: form a hypothesis, test it, and narrow down rather than guess.
• Working knowledge of networking basics: IP addressing, DHCP, DNS, and how a device gets on WiFi.
• Comfort with hardware: diagnosing physical devices, swapping components, and telling a dead unit from a misconfigured one.

Responsibilities

• Take escalated tickets from Tier 1 and drive them to resolution: troubleshoot, find root cause, and communicate clearly with customers along the way.
• Diagnose why devices drop offline or stop reporting, working out whether the cause is Sonicu hardware, configuration, or the customer’s WiFi, Ethernet, or cellular connection.
• Work directly with customer IT and facilities teams to get devices back online, often walking them through what our devices need from their network.
• Evaluate suspected hardware failures, decide whether an RMA is warranted, and handle replacements, including configuration, testing, and shipping coordination.
• Keep ticket records in HubSpot complete and clear so anyone can pick up where you left off.
• Spot recurring issues, share what you learn with Tier 1, and write knowledge base articles so the same problem doesn't come back twice.
• Help out with Sonicu's internal office IT as needed.

Skills

Technical support

Troubleshooting

Networking basics

Documentation

Customer communication

Education

High school diploma or equivalent

Tools

HubSpot

Job description

Sonicu builds wireless monitoring sensors and a cloud platform that hospitals and pharmacies rely on to keep vaccines, medications, and cleanrooms in compliance.

As a Technical Support Specialist II, you'll be the escalation point when Tier 1 can't solve an issue. You'll dig into device logs, work through connectivity problems with customer IT teams, decide when hardware has actually failed, and own the fix through to the end. If you like the investigative work of support, this role is for you.

About the role

Sonicu builds wireless monitoring sensors and a cloud platform that hospitals and pharmacies rely on to keep vaccines, medications, and cleanrooms in compliance.

As a Technical Support Specialist II, you'll be the escalation point when Tier 1 can't solve an issue. You'll dig into device logs, work through connectivity problems with customer IT teams, decide when hardware has actually failed, and own the fix through to the end. If you like the investigative work of support, this role is for you.

What you'll do

• Take escalated tickets from Tier 1 and drive them to resolution: troubleshoot, find root cause, and communicate clearly with customers along the way.
• Diagnose why devices drop offline or stop reporting, working out whether the cause is Sonicu hardware, configuration, or the customer's WiFi, Ethernet, or cellular connection.
• Work directly with customer IT and facilities teams to get devices back online, often walking them through what our devices need from their network.
• Evaluate suspected hardware failures, decide whether an RMA is warranted, and handle replacements, including configuration, testing, and shipping coordination.
• Keep ticket records in HubSpot complete and clear so anyone can pick up where you left off.
• Spot recurring issues, share what you learn with Tier 1, and write knowledge base articles so the same problem doesn't come back twice.
• Help out with Sonicu's internal office IT as needed.

What we're looking for

• 3+ years in technical support, help desk, field service, or a similar hands-on troubleshooting role.
• A methodical approach to problems: you form a hypothesis, test it, and narrow things down rather than guessing.
• Working knowledge of networking basics: IP addressing, DHCP, DNS, and how a device gets on WiFi. You don't need to configure enterprise switches, but you should know what to ask the person who does.
• Comfort with hardware: diagnosing physical devices, swapping components, and telling a dead unit from a misconfigured one.
• Clear writing and calm phone presence. You'll explain technical problems to pharmacists, nurses, and IT staff, sometimes on the same call.
• High school diploma or equivalent.

Nice to have

• CompTIA A+ or Network+, or progress toward one.
• Experience at an MSP, ISP, or NOC, or as a field or install technician.
• Exposure to IoT devices, wireless sensors, or 2.4GHz WiFi troubleshooting.
• Support experience in healthcare, pharmacy, or another regulated industry.
• HubSpot or a similar ticketing/CRM system.