Technical Support Engineer

High Tide Technologies is a leading provider of SCADA and utility monitoring solutions with over 20 years of experience and ongoing growth. Headquartered in Nashville, TN, we serve more than 1,700 customers across the United States, Canada, and Central & South America supporting utilities of all sizes with innovative technology and reliable service.

We are seeking a Technical Support Engineer to join our team to provide phone-based technical support to distributors and customers by researching & answering questions, troubleshooting problems, and setting up web-based installations.

Summary Description:

The Technical Support Engineer provides frontline phone support to customers and distributors, assisting with equipment installation, troubleshooting, and system setup. You’ll be involved in configuring customer sites within a cloud-based SCADA platform, supporting ongoing customer satisfaction efforts, and maintaining accurate records across internal software systems.

Schedule: Support office hours are 7:00am-5:00pm with staggered shifts. Expected to do some after-hours on-call support from home.

What You’ll Do:

- Provide phone-based support for customers and distributors who are either installing units or troubleshooting problems in the field

- Build basic Customer and Remote Terminal Unit installations on the High Tide Cloud-based

- SCADA system

- Take input from customers and configure users’ websites

- Conduct satisfaction interviews with existing customers

- Update tracking matrices & company-wide software-based applications for organizational

- purposes

- Other duties as assigned

What we’re looking for:

- Adequate computer skills (Google Apps, MS Excel, Trello, Slack)

- Customer-first attitude

- Positive and professional demeanor

- Good communication skills

- Organized note taking and record keeping

- Teachable attitude: willingness to learn

- Good math skills and comfortable with hexadecimal and binary number conversions

- Experience with electrical and electronic basics

- Able to understand voltage, current readings and resistance measurements.

- Ability to manage simultaneous projects & tasks is a must

- Possess all Level 1 skills outlined on the Skill Training Matrix

Education and/or Experience:

- Associates degree in electronics or programming or equivalent experience.

Join a company with a long history of growth, innovation, and customer-focused solutions. Work with a supportive team and enjoy benefits designed to support your health, family, and professional development.

We offer many company benefits:

- 10 paid holidays and PTO

- 401K Plan – Up to 7.5% (3% employer contribution and up to another 4.5% employer matching) as based on your contribution thereafter: immediate full vesting

- Two medical plans: a PPO and an HDHP with an HSA

- Dental/Vision coverage

- Pet Insurance

- Company-paid Employee Assistance Program (EAP)

- Company-Paid Life Insurance & AD&D, Short-Term Disability and Long-Term Disability

- Additional Voluntary Life Insurance & AD&D

- Supplemental health insurance: hospital, accident, and critical illness insurance

- Employee Rewards and Recognition Program

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Applicants have rights under Federal Employment Laws. Click or copy and paste the link address below into your browser for more information:

- EEO/AA/M/F/Vet/Disability

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- Family and Medical Leave Act

- https://www.htt.io/privacy-policy

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.