Technical Support Specialist

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.

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.

• 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 Cor View and iCPSM, and data interpretation and operational best practices

• 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

• 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

• 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

• Provide structured feedback to Engineering and Product on recurring issues, feature gaps and customer pain points to support c