Technical Support Specialist

• Onboard clients from initial deployment through to operational readiness
• Deliver structured training to clients, distributors and end users on IoT hardware deployment and setup, software platforms such as CorView and iCPSM, data interpretation and operational best practices
• Provide technical support across hardware, firmware and software environments, escalating complex or high-impact issues as needed
• Diagnose problems methodically and identify root causes, workarounds and solutions
• Manage support tickets, focusing on responsiveness, clear communication and resolution quality
• Explain technical issues to customers in understandable terms
• Promote customer satisfaction and act as a trusted advisor to customers
• Identify opportunities to improve performance, system utilisation and data quality, and advise customers on deployment, monitoring and maintenance best practices
• Provide deeper technical engagement to key accounts where required
• Perform occasional diagnostics and repair work for complex or escalated cases
• Collaborate with Product and Bench Technologists on failure analysis and repair quality
• Support product return and repair (RMA) workflows and document technical findings
• Share structured feedback with Engineering and Product on recurring issues, feature gaps and customer pain points
• Share information with Sales and partner with Account Management as customer needs change
• Coordinate repair workflows with Service Administration
• Share customer education gaps and learning needs with Trainers and Technical Content Creators
• Develop and maintain technical documentation, including troubleshooting guides, support materials, knowledge base articles and training materials, following established standards
• Identify process inefficiencies and lead or participate in initiatives to improve support delivery and the customer experience
• Use phones, email and case ticketing systems to communicate with customers and track resolutions and internal bug defects
• Visit customer sites occasionally to provide new-product training and on-site diagnosis
• Use AI tools to draft case responses, summarise ticket threads, find similar issues in the knowledge base and case records, and prepare draft articles for peer review and publishing

Technologies:

• AI
• Firmware
• Hardware
• IoT
• Support
• Network

• 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, including 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

We are Mobiltex, an IIoT and software company delivering remote monitoring and software solutions that help maintain pipeline health for industries providing critical services. Our solutions support real-time corrosion prevention, gas pressure management and water network optimisation, primarily for midstream and downstream energy operators and water utilities. We are a high-growth company scaling our products and organisation, with a growing international footprint. This early-career Technical Support Specialist role is based in Newport, Wales, reports to our Support Manager and works closely with our Service, Engineering, Sales and Product teams. The position is full-time, with the first three months office-based for hands-on hardware experience and team learning, followed by hybrid office and home working. Occasional customer site visits are required. We offer private medical care after probation, enhanced company sick pay, flexible annual leave with the option to carry forward up to five days, up to five additional personal leave days after probation, an eye test and glasses contribution, an annual wellness allowance after probation, and a pension scheme with enhanced contributions. We provide hands-on learning and training, with opportunities to develop product and troubleshooting expertise and progress towards a senior support or implementation role.

last updated 39 week of 2026