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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist - **Company:** Elemental Machines - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $55,000.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Data Analysis, Computing Platforms, Computer Networks, Dynamic Host Configuration Protocol, Desktop Computing, Linux, Domain Name System (DNS), Issue Tracking Systems, Raspberry Pi, Software Engineering, SQL Databases, TCP/IP, Wi-Fi Technology, Grafana, Restful APIs - **Published:** June 20, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=4032fbc7144fee82 ## About the Role Do you have experience in Ticketing system technical support?, Do you have a Bachelor's degree?, * 2+ years of experience in a technical support or similar customer-facing technical role. * Excellent communication and interpersonal skills, with a proven track record of building positive relationships with customers. * Analysis skills to diagnose complex problems quickly while maintaining a positive attitude under pressure. * Familiarity with ticketing systems and CRM softwares. * (Preferred) Technical knowledge in IoT devices. * (Preferred) Knowledge of networking concepts, including TCP/IP, DNS, DHCP, and Wi-Fi configurations. * (Preferred) Familiarity with Raspberry-pi devices or single board computers. * (Preferred) Other valuable skills : SQL, Linux, RESTful API knowledge, Grafana, Laboratory experience. * (Preferred) Familiarity with AI tools. * (Preferred) Bachelor's degree in a related technical field. This position is remote in the US, but may require occasional travel to Elemental Machines Headquarters in Cambridge, MA for training. ## Description As a Technical Support Specialist at Elemental Machines, you will be at the forefront of our Support efforts. You'll play a crucial role in ensuring our clients can successfully utilize our products through comprehensive support, troubleshooting and professional communication. Your blend of technical expertise, customer-facing experience, and problem-solving skills will be pivotal in fostering strong customer relationships and enhancing our product's value., * Provide in-depth technical support and troubleshooting for our clients. This involves responding to support tickets, identifying and resolving hardware or software issues, and coordinating root cause analysis to prevent future problems. * Become an expert in our software platform, our hardware and additional offerings. * Provide front line support via phone, email, and tickets to our customers in a timely manner, ensuring adherence to our SLAs * Troubleshoot and resolve hardware malfunctions, including diagnosing sensor failures or connectivity issues. * Assist customers with navigating our cloud-based dashboard, resolving software glitches, and providing guidance on data interpretation and analysis. * Be able to identify critical issues and follow through on escalating to the appropriate team leads, as well as close the loop with the resolution. * Capture bug details and enter into internal workflows, participate in bug triaging meetings with Product and Engineering teams. * Educate customers on best practices for device maintenance, software updates, and security protocols. * Maintain detailed records of customer interactions, issues, and resolutions. * Participate in the creation and curation of support documentation, including FAQs, troubleshooting guides, and knowledge base articles. * Gather feedback on documentation we have and use customer feedback for improvement of our knowledge base. ## Related Videos - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [5 steps for running a Kubernetes environment at scale](https://www.wearedevelopers.com/videos/88-5-steps-for-running-a-kubernetes-environment-at-scale) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [All your telemetry data from any source in one place](https://www.wearedevelopers.com/videos/57-all-your-telemetry-data-from-any-source-in-one-place) ## Related Articles - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries)