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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist - **Company:** Spectris Plc - **Location:** United States (Remote available) - **Contract:** Permanent contract - **Skills:** Remote Service Software, Software Troubleshooting, 3-tier Architectures - **Published:** July 28, 2026 - **Apply:** https://spectris.wd3.myworkdayjobs.com/Malvern_Panalytical_Careers/job/United-States---Remote/Technical-Support-Specialist_18624 ## About the Role * Associate's or Bachelor's degree in Engineering, Electronics, Physics, Chemistry, or a related technical field, or equivalent industry experience. * Experience in technical support, field service, or customer support within an instrumentation, laboratory equipment, or industrial technology environment. * Strong troubleshooting skills involving software, hardware, and technical applications. * Excellent verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audiences. * Strong customer service orientation with a commitment to delivering an exceptional customer experience. * Excellent organizational skills with the ability to manage multiple priorities in a fast-paced environment. * Willingness to travel up to 15% for customer support, installations, and training. * Valid passport or the ability to obtain one #LI-DB1 ## Description As a Technical Helpdesk Support Specialist, you will serve as the technical expert for assigned product lines, providing Tier 1 and Tier 2 support to customers and field personnel across the Americas. You'll troubleshoot software, hardware, and application-related issues, ensuring timely resolution and a high level of customer satisfaction. Working closely with Engineering, Application Specialists, Field Service, and Global Support teams, you'll play a critical role in resolving complex technical challenges, supporting training initiatives, and maintaining the performance of advanced analytical instrumentation. This role is ideal for someone who enjoys problem-solving, collaborating with customers and colleagues, and building expertise across leading scientific technologies. Core Responsibilities: * Provide Tier 1 and Tier 2 technical support to customers and field personnel across the Americas via phone, email, and remote support tools. * Troubleshoot software, hardware, and application issues to quickly resolve customer concerns and minimize equipment downtime. * Collaborate with Tier 3 Engineering, Application Specialists, and Global Support teams to investigate and resolve complex technical problems. * Deliver exceptional customer service through professional, accurate, and timely communication with both customers and internal stakeholders. * Document service activities, technical findings, and resolutions while maintaining accurate records within established service management systems. * Support customer satisfaction initiatives by ensuring issues are handled efficiently and escalated appropriately when necessary. * Develop and deliver technical training for Field Service Engineers, internal support teams, and other stakeholders as needed. * Provide occasional onsite support for system installations, troubleshooting activities, customer training, and technical escalations. * Maintain technical expertise through ongoing training, certifications, product updates, and professional development programs. * Support continuous improvement initiatives by identifying opportunities to enhance support processes, knowledge sharing, and service effectiveness. * Travel up to 15% to support customer needs, training activities, installations, and business requirements. ## Related Videos - [Humanizing Your Documentation](https://www.wearedevelopers.com/videos/476-humanizing-your-documentation) - [Fleet Management - Reinvented](https://www.wearedevelopers.com/videos/473-fleet-management-reinvented) - [Your next 10x engineer isn't in your city. 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