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Technical Support Specialist
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Technical Support Specialist | Newport, Wales | Hybrid Working | Full Time | £45,500–£49,500 per annum
Mobiltex is an IIoT and software company delivering remote monitoring and software solutions that help maintain pipeline health for industries delivering critical services. Their solutions target real-time corrosion prevention, gas pressure management and water network optimisation, primarily serving midstream and downstream energy operators and water utilities.
Mobiltex is a high-growth company in an active phase of product and organisational scaling, with potential for Mergers and Acquisitions, as well as a growing international footprint. This is an environment that rewards people who can build structure where it doesn’t yet exist and drive commercial output as the organisation scales.
The Role
As a Technical Support Specialist, you’ll provide technical support, onboarding and training to customers while working closely with Service, Engineering, Sales and Product teams. The role combines hands-on technical expertise with customer engagement to support the successful deployment, adoption and ongoing performance of IoT solutions across the energy and water sectors.
This is an early-career role within the support team, reporting to the Support Manager. You’ll have the opportunity to build your technical and troubleshooting expertise and develop towards a senior support or implementation role over time.
Your first three months will be office-based, allowing you to gain hands-on experience with the hardware and learn alongside the team. After this, the role will move to a hybrid working pattern combining office and home working.
The role also involves occasional customer site visits for product training and on-site diagnosis.
Key Responsibilities
Client Onboarding & Technical Enablement
- Onboard clients from initial deployment through to operational readiness, setting them up for long-term success
- Deliver structured training for clients, distributors and end users on IoT hardware deployment and setup, software platforms such as CorView and iCPSM, and data interpretation and operational best practices
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Technical Support & Issue Resolution
- Provide technical support across hardware, firmware and software environments
- Act as an escalation point for complex or high-impact issues
- Diagnose problems methodically and identify root causes, workarounds and solutions
- Manage support tickets with a focus on responsiveness, clarity and resolution quality
- Communicate clearly with customers, translating technical issues into understandable terms
Customer Success & Operational Impact
- Drive measurable customer satisfaction across every interaction, from first response to confirmed resolution
- Act as a trusted advisor to customers, not just a support function
- Proactively identify opportunities to improve performance, system utilisation and data quality
- Advise customers on best practices for deployment, monitoring and maintenance
- Support key accounts with deeper technical engagement where required
Diagnostics, Testing & Repair Support
- Perform occasional diagnostics and repair work for complex or escalated cases, as needed
- Collaborate with Product and Bench Technologists on failure analysis and repair quality
- Support product return and repair (RMA) workflows and document technical findings
Cross-Functional Collaboration
- Provide structured feedback to Engineering and Product on recurring issues, feature gaps and customer pain points to support continuous improvement of product reliability and usability
- Help drive success and growth for new and long-term customers by sharing information with Sales and partnering with Account Management as customer needs change
- Work closely with Service Administration to ensure smooth coordination of repair workflows
- Grow and improve Mobiltex Education by sharing customer education gaps and learning needs with Trainers and Technical Content Creators
Documentation & Process Improvement
- Develop and maintain technical documentation, including troubleshooting guides, support materials, knowledge base articles and training materials, using standards set by Trainers and Technical Content Creators
- Identify internal and customer-facing process inefficiencies and lead or participate in initiatives to improve support delivery and the customer experience
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Communication & AI Tools
- Use phones, emails and case ticketing systems to communicate with customers and track resolutions and bug defects internally
- Attend customer sites occasionally for training on new products and on-site diagnosis
- Use AI tools to draft case responses, summarise ticket threads, search the knowledge base and cases for similar issues, and generate first-draft articles for peer review and publishing
Requirements
Essential
- 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 with 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
What’s In It For You
- Hybrid working, combining office and home working from the Newport office
- Private medical care after probation
- Enhanced company sick pay
- Flexible annual leave, including the option to carry forward up to 5 days
- Up to 5 additional personal leave days after probation
- Eye test and glasses contribution
- Annual wellness allowance after probation
- Company pension scheme, including enhanced contributions
- Hands-on learning and training alongside the team during the first three months
- Opportunity to develop deep product and troubleshooting expertise
- Potential to grow into a senior support or implementation role over time
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