Reports to: Ezra Vasquez, Technical Support Supervisor
Compensation: $50,000-60,000 USD + commensurate with experience; eligible for company performance bonuses.
FLSA Status: Exempt - Full Time
Location / Employment Type: Raleigh, NC | Full-Time, Exempt | Primarily on-site and field-based
In accordance with Colorado's Equal Pay for Equal Work Act (C.R.S. § 8-5-101 et seq.), the compensation range listed above represents the anticipated base pay for this position. Final compensation will be determined based on experience, qualifications, and business need.
Work Environment
This position is based in Raleigh, NC. It is a full-time, salary, on-site and field-based role. Our office is located at 2700 Sumner Blvd, Suite 106, Raleigh NC.
The position may require travel to customer facilities, data centers, training locations, and other Parameter offices for installation support, commissioning, troubleshooting, and technical training.
About Us
At Parameter, we're on a mission to redefine how the world monitors and protects mission-critical operations. By uniting RLE's deep expertise in facility monitoring and leak detection with NDSL's industry-leading battery monitoring technology, we deliver powerful, real-time intelligence where it matters most.
Our advanced solutions continuously detect and analyze liquids, gases, energy, and materials—turning complex data into clear, actionable insights. The result? Smarter decisions, stronger reliability, and peak operational performance for our customers.
With a global footprint and clients around the world, Parameter proudly serves industries operating at the forefront of technology. We are deeply embedded in one of the fastest-growing and most valuable sectors today: data centers—the backbone of the digital economy.
General Purpose
The Technical Support Engineer provides frontline technical assistance to customers using Parameter's RLE and Cellwatch leak detection and battery monitoring systems. This role requires a proactive, customer-focused problem-solver with a strong technical background who can troubleshoot software, hardware, and network issues while delivering a positive customer experience. The Technical Support Engineer is expected to take ownership of customer issues from initial contact through resolution, clearly document troubleshooting activities, identify root causes, and communicate technical information effectively to customers and internal teams.
The Technical Support Engineer plays a key role in maintaining system performance, training customers on system usage and best practices, and collaborating with cross-functional teams—including engineering and sales—to resolve complex issues and ensure customer satisfaction and system reliability.
In addition to technical support responsibilities, this position plays an important role in customer education and technical training. The Technical Support Engineer may conduct classroom, remote, and hands-on technical training and must be comfortable presenting technical material to groups with varying levels of experience.
The position also collaborates with Engineering, Product Management, Operations, Sales, and other departments to resolve complex problems, identify recurring product issues, improve documentation, support new product releases, and improve the overall customer experience.
Key Responsibilities
Technical Support & Troubleshooting
- Monitor and troubleshoot customer issues related to product line systems.
- Provide phone and email technical support for customers.
- Provide training and guidance to customers on system usage and best practices.
- Support installation and commissioning of RLE/Cellwatch systems when required.
- Collaborate with other teams (engineering, sales, etc.) to escalate and resolve complex issues.
- Train internal and external users on system usage and troubleshooting.
- Write recommendations for documentation improvements based on recurring cases and trends.
- Provide remote and (travel) in-person technical support when required.
- Diagnose problems using a structured troubleshooting methodology rather than relying solely on trial-and-error troubleshooting.
- Identify root causes and differentiate between hardware failures, software issues, network problems, configuration errors, installation issues, and application-related problems.
- Take ownership of assigned customer cases through resolution or appropriate escalation.
- Clearly communicate troubleshooting steps, findings, recommendations, and next actions to customers.
- Recognize critical customer situations and escalate issues appropriately.
Installation, Commissioning & Field Support
- Assist with the installation, configuration, commissioning, validation, and troubleshooting of Parameter systems when required.
- Assist customers, installers, electricians, contractors, and field personnel with installation requirements and system configuration.
- Review system configurations, wiring, network requirements, and installation documentation.
Technical Training & Presentations
- Deliver technical training to customers, installers, technicians, partners, and internal employees.
- Conduct instructor-led training in classroom, remote, and hands-on laboratory environments.
- Present technical concepts clearly to audiences with varying levels of experience.
- Demonstrate system installation, configuration, operation, troubleshooting, and maintenance procedures.
- Develop confidence presenting technical information to both small and large groups.
- Facilitate hands-on technical exercises and guide students through troubleshooting scenarios.
- Evaluate trainee understanding through discussion, practical exercises, testing, or other assessment methods.
- Assist in developing and improving training presentations, instructor materials, lab exercises, troubleshooting scenarios, and training documentation.
Case Management & Documentation
- Accurately document customer interactions, troubleshooting steps, findings, resolutions, and follow-up activities in the company's case-management or CRM system.
- Maintain organized case notes so another Technical Support Engineer can understand and continue the troubleshooting process when necessary.
- Create or improve technical procedures, knowledge-base articles, FAQs, troubleshooting guides, installation instructions, and internal documentation.
- Capture technical lessons learned from complex customer cases.
Engineering & Cross-Functional Collaboration
- Provide Engineering with complete and organized technical information necessary to reproduce or investigate customer issues.
- Reproduce customer issues in a laboratory environment when possible.
- Participate in product validation, software testing, release testing, and troubleshooting of new or updated products.
- Assist Operations and Quality teams when troubleshooting product or manufacturing-related concerns.
Product, Laboratory & Continuous Improvement
- Assist with building and maintaining training and troubleshooting systems used by Technical Support.
- Identify patterns across support cases that may indicate larger product, documentation, installation, or training issues.
- Stay current on relevant networking, operating-system, industrial communication, cybersecurity, and data-center technologies.
Qualifications
Education
- Bachelor's degree in Computer Science, Information Technology, or a related field required.
Required Experience
- Proficiency in operating systems such as Windows and Linux.
- Familiarity with remote support tools and troubleshooting software.
- Excellent technical documentation and reporting skills.
- Experience troubleshooting technical systems involving hardware, software, networking, or integrated systems.
- Ability to read and interpret technical manuals, wiring diagrams, system diagrams, logs, and configuration information.
Technical Knowledge
- Knowledge of networking protocols and configurations (TCP/IP, MODBUS, etc.).
- Comfort operating in both Windows and Linux environments.
- Ability to troubleshoot software, hardware, and network issues independently.
- Additional preferred knowledge: IP addressing, subnets, gateways, DNS, ports, firewalls, Ethernet, SNMP, BACnet, DNP3, RS-232, RS-485, serial communications, industrial controls, battery monitoring, facility monitoring, UPS/DC power systems, data-center infrastructure, building-management systems. Presentation & Training Skills
- Confidence speaking in front of customers and groups.
Interpersonal & Communication
- Strong verbal and written communication skills to effectively assist customers.
- Adaptability to learn new tools, technologies, and processes quickly.
- Attention to detail in documenting cases and troubleshooting issues.
- Proactiveness in identifying potential problems and offering solutions.
- Customer-focused mindset with a service-oriented mentality that conveys warmth over phone and email and builds trust.
- Self-starter who can find information independently, within reason.
- Ability to remain composed while working with frustrated customers or high-priority technical situations.
- Ability to ask effective diagnostic questions and actively listen to customer responses.
Professional Expectations
- Demonstrates ownership and accountability for assigned work.
- Communicates proactively when obstacles or delays occur.
- Follows through on commitments made to customers and coworkers.
- Maintains accurate technical records.
- Demonstrates sound judgment when prioritizing multiple support requests.
Travel & Physical Requirements
- Ability and willingness to travel periodically for customer support, installations, commissioning, and training.
- Ability to work in data-center, industrial, electrical, and equipment-room environments.
- Ability to work around racks, cabinets, monitoring equipment, batteries, and related infrastructure.
- Ability to safely transport and handle reasonable quantities of training, diagnostic, or technical equipment when required.
- Ability to comply with customer-specific safety and access requirements.
What We Offer
At Parameter, we invest in our people just as intentionally as we invest in our technology. Our benefits are designed to support your well-being, growth, and long-term success:
- 120 hours of Paid Time Off, frontloaded from 1/1 and increasing with tenure
- Up to 48 hours of separate paid sick leave each year
- Comprehensive benefits packages with generous employer contributions
- Medical
- Dental, Vision, and Ancillary
- 401K
- HSA/FSA/HRA
- Quarterly company-wide EBITDA bonus program, so everyone shares in our success
We are passionate about continuous learning and career development, offering employees meaningful opportunities to grow, learn new skills, and advance within the organization.
Parameter is an Equal Opportunity Employer. We are committed to creating an inclusive environment and providing equal employment opportunities regardless of age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy-related conditions), sexual orientation, or military status.
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Referral program
- Vision insurance
Education:
Work Location: In person
