Technical Support Specialist - Level 1

As our Level 1 Technical Support Specialist, you’ll be the first point of contact for Plumsense customers. You’ll resolve common sensor, connectivity, and software issues. When a problem needs deeper work, you’ll pass it to our Level 2 and Engineering teams with clear, well-documented details. This role suits someone who enjoys solving problems, communicates clearly, and wants to learn IoT technology.

What You’ll Do

• Respond to customer support requests by phone, email, and ticket within response-time targets.
• Log, categorize, and prioritize every request in our help desk system.
• Troubleshoot common issues: sensor setup, gateway connectivity, alert configuration, user accounts, and dashboard navigation.
• Guide customers through device installation, replacement, and basic configuration.
• Escalate unresolved or complex issues to Level 2/Engineering with steps to reproduce, screenshots, and device details.
• Follow up with customers until their issues are fully resolved.
• Keep support documentation, FAQs, and knowledge-base articles up to date.
• Identify recurring issues and report trends to help improve our products.

• 1+ year of customer-facing technical support, help desk, or IT support experience. Strong candidates who are new to the field are also encouraged to apply.
• Strong troubleshooting skills and a methodical approach to problems.
• Clear, friendly, and professional written and verbal communication.
• Comfort with computers, web applications, and mobile apps.
• Ability to manage multiple tickets and document work accurately.
• High school diploma or equivalent required. An associate’s degree or technical certification (e.g., CompTIA A+, Network+) is a plus.

Nice to Have

• Familiarity with wireless/IoT devices (Bluetooth, Wi-Fi, LoRaWAN) or basic networking.
• Experience with a ticketing system (e.g., Zoho Desk, Zendesk, Freshdesk, Jira).
• Background in food service, healthcare, or cold-chain operations., * IT support: 1 year (Required)

Why Join TAT

• Paid time off and paid holidays
• Hands-on training with Plumsense hardware and software.
• A real opportunity to grow your career alongside a growing company.
• Meaningful work: our products help protect food and patient safety every day.

Job Types: Full-time, Contract, Temporary

Pay: $16.00 - $20.00 per hour

Benefits:

• Paid time off

Trivedi Advanced Technologies (TAT) builds the Plumsense® platform. It combines wireless temperature-monitoring sensors with cloud software, and helps restaurants, hospitals, and cold-chain operators keep food and medicine safe and meet HACCP compliance requirements. We’re a growing IoT company headquartered in Northborough, MA, and we design our own hardware and software.