| Description: |
Technical Support Specialist Newport, Wales Hybrid Working Full Time £45,500 £49,500 per annum Mobiltex is an IIoT and software company delivering remote monitoring and software solutions that help maintain pipeline health for industries delivering critical services. Their solutions target real-time corrosion prevention, gas pressure management and water network optimisation, primarily serving midstream and downstream energy operators and water utilities. Mobiltex is a high-growth company in an active phase of product and organisational scaling, with potential for Mergers and Acquisitions, as well as a growing international footprint. This is an environment that rewards people who can build structure where it doesn t yet exist and drive commercial output as the organisation scales. The Role As a Technical Support Specialist, you ll provide technical support, onboarding and training to customers while working closely with Service, Engineering, Sales and Product teams. The role combines hands-on technical expertise with customer engagement to support the successful deployment, adoption and ongoing performance of IoT solutions across the energy and water sectors. This is an early-career role within the support team, reporting to the Support Manager. You ll have the opportunity to build your technical and troubleshooting expertise and develop towards a senior support or implementation role over time. Your first three months will be office-based, allowing you to gain hands-on experience with the hardware and learn alongside the team. After this, the role will move to a hybrid working pattern combining office and home working. The role also involves occasional customer site visits for product training and on-site diagnosis. Key Responsibilities Client Onboarding & Technical Enablement - Onboard clients from initial deployment through to operational readiness, setting them up for long-term success
- Deliver structured training for clients, distributors and end users on IoT hardware deployment and setup, software platforms such as CorView and iCPSM, and data interpretation and operational best practices
Technical Support & Issue Resolution - Provide technical support across hardware, firmware and software environments
- Act as an escalation point for complex or high-impact issues
- Diagnose problems methodically and identify root causes, workarounds and solutions
- Manage support tickets with a focus on responsiveness, clarity and resolution quality
- Communicate clearly with customers, translating technical issues into understandable terms
Customer Success & Operational Impact - Drive measurable customer satisfaction across every interaction, from first response to confirmed resolution
- Act as a trusted advisor to customers, not just a support function
- Proactively identify opportunities to improve performance, system utilisation and data quality
- Advise customers on best practices for deployment, monitoring and maintenance
- Support key accounts with deeper technical engagement where required
Diagnostics, Testing & Repair Support - Perform occasional diagnostics and repair work for complex or escalated cases, as needed
- Collaborate with Product and Bench Technologists on failure analysis and repair quality
- Support product return and repair (RMA) workflows and document technical findings
Cross-Functional Collaboration - Provide structured feedback to Engineering and Product on recurring issues, feature gaps and customer pain points to support continuous improvement of product reliability and usability
- Help drive success and growth for new and long-term customers by sharing information with Sales and partnering with Account Management as customer needs change
- Work closely with Service Administration to ensure smooth coordination of repair workflows
- Grow and improve Mobiltex Education by sharing customer education gaps and learning needs with Trainers and Technical Content Creators
Documentation & Process Improvement - Develop and maintain technical documentation, including troubleshooting guides, support materials, knowledge base articles and training materials, using standards set by Trainers and Technical Content Creators
- Identify internal and customer-facing process inefficiencies and lead or participate in initiatives to improve support delivery and the customer experience
Communication & AI Tools - Use phones, emails and case ticketing systems to communicate with customers and track resolutions and bug defects internally
- Attend customer sites occasionally for training on new products and on-site diagnosis
- Use AI tools to draft case responses, summarise ticket threads, search the knowledge base and cases for similar issues, and generate first-draft articles for peer review and publishing
Requirements Essential - Diploma or degree in Electronics or Electrical Engineering Technology, or an equivalent Higher National Certificate (HNC), Higher National Diploma (HND) or foundation degree
- 1 3 years of experience in a customer-facing technical role, such as support or customer success
- Technical expertise in electronics diagnostics, testing and repair
- Excellent communication skills with the ability to simplify complex technical concepts
- Strong problem-solving and analytical thinking abilities
- Experience with support ticketing systems and remote diagnostic tools
- Knowledge of electrostatic discharge (ESD) and electronics handling procedures
- Willingness to travel occasionally to customer sites
- Right to work in the UK
Desirable - Experience in the cathodic protection industry
What s In It For You - Hybrid working, combining office and home working from the Newport office
- Private medical care after probation
- Enhanced company sick pay
- Flexible annual leave, including the option to carry forward up to 5 days
- Up to 5 additional personal leave days after probation
- Eye test and glasses contribution
- Annual wellness allowance after probation
- Company pension scheme, including enhanced contributions
- Hands-on learning and training alongside the team during the first three months
- Opportunity to develop deep product and troubleshooting expertise
- Potential to grow into a senior support or implementation role over time
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