Level 2 IoT Support Specialist.

Ecolab seeks a detail-oriented Level 2 Technical Equipment Support Engineer with expertise in Ecolab technologies. The role involves advanced troubleshooting and resolution of complex hardware and software issues, including cellular connectivity, sensors, relays, analog/digital I/O, and configuration of critical system and electrical components.

Candidates should have strong proficiency with OS command line interfaces (Linux, MacOS, Windows), PLCs configuration experience (Siemens, Allen Bradley, Red Lion) and experience with serial protocols like Modbus. Responsibilities include collaborating with software and hardware teams to resolve equipment challenges, supporting field users, and driving reliability and performance improvements.

Excellent communication skills and technical knowledge of process automation equipment are essential. The engineer will also write and maintain configurations and develop tools or widgets to enhance support and innovation for Ecolab technologies.

What is in it for you:

• Diagnosing and troubleshooting hardware/software issues, providing customers with step-by-step solutions via phone, email, or chat, and documenting issues and resolutions in a ticketing system. . 

• Conduct in-depth diagnostics to resolve complicated software bugs, network errors, and system configuration issues.

• Collaborate with developers to create and implement code changes or patches to fix major software issues.

• Provide clear, step-by-step instructions and guidance for customers to resolve their issues, sometimes using remote access to their systems. 

• Escalate complex or unresolved issues to appropriate internal teams, such as software developers or specialized engineering groups. 

• Create technical documentation, knowledge base articles, and training materials to help customers and other support staff.

• Serve as a technical resource and mentor for L1 support staff to help them resolve common issues more efficiently.  

• Root cause analysis by investigating underlying causes of recurring technical problems to develop more permanent solutions.

• Analyze trends from support data to develop strategies.

• Conduct follow-up calls or messages to ensure that customer systems are functioning correctly after the initial troubleshooting. 

• Provide crucial feedback from root analysis to product marketing, R&D, engineering teams. 

• Maintain positive relationships with customers by providing prompt, accurate, and professional assistance.

• Familiarity with RF technologies such as BLE, BLE Mesh, and LoRa 

• Familiarity with SQL and the ability to create SQL statements and Stored Procedures

• Familiarity with remote desktop applications

• Strong verbal and written communication skills are vital for explaining technical concepts clearly and concisely to users with varying technical expertise. 

• The ability to diagnose complex issues, identify root causes, and develop effective solutions is critical. 

• Empathy, patience, and a customer-centric approach are necessary to handle users who may be frustrated. 

• A willingness to learn continuously and adapt to new technologies and software is essential in this rapidly changing field. 

• The ability to collaborate effectively with team members to resolve issues and share knowledge is important. 

• Managing multiple tasks and projects while prioritizing effectively is key for call center environments. 

• Additional certifications in Microsoft, Linux, Tight VNC, Remote Desktop, Putty, ServiceNow, and NICE applications can be a plus. 

Minimum Qualifications:

• A bachelor’s degree in a technical or a related field is required or no degree and 6 years combined education and equivalent work experience 

• 2 years of experience in technical support or a similar role is required. 

• 1 year of scripting languages (e.g., Python, Java)

• Proficiency with Windows, Linux, and Mac OS is essential. 

• Knowledge of computer hardware, software systems, and their interactions is crucial for troubleshooting. 

• Understanding network troubleshooting, configuration, and concepts like LAN/WAN/MAN is beneficial. 

• Familiarity with sensors, actuators, and other hardware components used in IoT Systems

• Familiarity with RF technologies such as BLE, BLE Mesh, and LoRa 

• No immigration sponsorship available for this position

Preferred Qualifications

• Familiarity with RF technologies such as BLE, BLE Mesh, and LoRa 

• Familiarity with SQL and the ability to create SQL statements and Stored Procedures

• Familiarity with remote desktop applications

• Strong verbal and written communication skills are vital for explaining technical concepts clearly and concisely to users with varying technical expertise. 

• The ability to diagnose complex issues, identify root causes, and develop effective solutions is critical. 

• Empathy, patience, and a customer-centric approach are necessary to handle users who may be frustrated. 

• A willingness to learn continuously and adapt to new technologies and software is essential in this rapidly changing field. 

• The ability to collaborate effectively with team members to resolve issues and share knowledge is important. 

• Managing multiple tasks and projects while prioritizing effectively is key for call center environments. 

• Additional certifications in Microsoft, Linux, Tight VNC, Remote Desktop, Putty, ServiceNow, and NICE applications can be a plus. 

The pay range for this position is $74,700.00 - $112,200.00. Many factors are taken into consideration when determining compensation, such as experience, education, training, geography, etc. We comply with all minimum wage and overtime laws.

Benefits 

Ecolab strives to provide comprehensive and market-competitive benefits to meet the needs of our associates and their families. Click here to see our benefits. 

If you are viewing this posting on a site other than our Ecolab Career website, view our benefits at jobs.ecolab.com/working-here.