Technical Support Engineer

Technical Support Engineer $90,000 annually, midpoint for the role Non-exempt Technical Support Team Leader

The Technical Support Engineer provides customer support for SATEC’s hardware and software solutions for power metering, power quality monitoring, energy management, and billing. The role diagnoses technical issues, supports product configuration and use, and coordinates with internal teams to resolve customer concerns and improve product performance.

Reporting to the Technical Support Team Leader, this position applies knowledge of electrical installations, supervisory control and data acquisition (SCADA), remote terminal units (RTUs), and data acquisition systems. The role requires clear customer communication, independent problem-solving, collaboration, and consistent follow-through.

• Respond to customer technical support requests by phone, email, and online support portals; establish priorities, communicate next steps, and follow through until issues are resolved.
• Diagnose and troubleshoot hardware, firmware, and software issues involving SATEC products and associated systems.
• Assist customers with onsite and remote troubleshooting of SATEC products, including product communication settings, hardware diagnostics, and software diagnostics.
• Provide clear guidance on SATEC product configuration and use; refer installation guidance and third-party integration requests to Application Engineers.
• Investigate recurring technical issues, identify root causes, and work with internal teams to implement lasting solutions.
• Escalate complex issues to the Technical Support Team Leader or Research and Development (R&D), providing relevant diagnostic information and maintaining customer communication.
• Collaborate with Engineering, Billing, Project Management, R&D, and Sales to resolve issues and communicate opportunities for product and service improvement.
• Maintain accurate records of customer interactions, troubleshooting steps, and resolutions in internal CRM Salesforce, ticketing system X-pert Power and Project Management tools Monday and the internal knowledge base.
• Contribute to support documentation, troubleshooting guides, and frequently asked questions; participate in training on new products and technical developments.
• Follow applicable electrical safety requirements, site procedures, and personal protective equipment requirements when performing onsite troubleshooting.
• Complete assigned tasks and special projects, communicate progress and barriers, and meet agreed deadlines per management request(s).
• At least two years of experience in electrical construction, technical support, troubleshooting, or system diagnostics.
• Experience with SCADA, RTUs, human-machine interfaces (HMIs), and other data acquisition systems.
• Familiarity with tools such as Salesforce, Monday, or similar.
• Strong analytical and problem-solving skills, with attention to detail and accurate documentation.
• Excellent written and verbal communication skills, including the ability to explain technical information to non-technical audiences.
• Ability to work independently, manage multiple support requests and assignments, and collaborate effectively with internal stakeholders.
• Ability to work onsite Monday through Friday, 9:00 a.m. to 5:00 p.m.
• Preferred technical qualifications include an understanding of three-phase power systems; metering products and billing systems; serial, fiber-optic, and Ethernet communications; and industrial protocols such as Modbus, BACnet, and DNP3.
• Customer-focused approach, with patience, professionalism, active listening, and clear expectations.
• Strong personal accountability, ownership of assigned work, and reliable follow-through.
• Initiative to investigate problems, seek relevant information, and recommend practical improvements.
• Collaborative working style that builds trust and respectful relationships with colleagues and internal stakeholders.
• Effective organization and time management, with the ability to adapt to changing priorities and recognize when assistance or escalation is needed.

This role is onsite in Union, New Jersey, Monday through Friday, 9:00 a.m. to 5:00 p.m.

Applicants must be legally authorized to work in the United States.

SATEC offers a generous health, retirement, paid time off, and other group benefits

Is relocation for this position offered: No

Number of Job Openings: 1

SATEC is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, or other characteristics protected by law.

Pay: $85,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Health savings account
• Life insurance
• Paid time off

Work Location: In person