Technical Support Specialist

Production Pulse is an industrial manufacturing software company founded and operated by Alloy Precision Technologies, Inc. Production Pulse's platform supports resource data collection, program management, & operator performance insights that enable agile & dynamic decisions on the shop floor. Production Pulse works closely with customers & partners to ensure seamless deployments and real value from our solutions.

The Technical Support Specialist is an entry-level, customer & partner facing role responsible for providing technical support, assisting with customer onboarding and deployments, and providing training on the Production Pulse platform in all modules. This role is ideal for someone who enjoys troubleshooting, working directly with customers / partners, and learning how software & IIOT hardware is deployed in real-world manufacturing environments.

Key Responsibilities

• Provide technical support to customers & partners via ticketing system, email, and meetings
• Provide customer & partner onboarding.
• Support deployments, upgrades, and troubleshooting
• Conduct customer training sessions and assist with documentation and training materials
• Help diagnose issues related to software configuration, resource connectivity, and data flow
• Create knowledge base documentation
• Document customer issues, resolutions, and best practices in Production Pulses Knowledge Base.
• Collaborate with internal teams to improve product usability and customer experience
• Perform other related duties as assigned
• Report software bugs and other platform technical issues to the development team

Required Qualifications

• Basic technical understanding and willingness to learn new systems and technologies
• Strong communication skills and ability to work directly with customers & partners
• Comfortable troubleshooting software and hardware, including Windows Server, Microsoft SQL Server, and machine configurations
• Ability to follow documented processes
• Organized, detail-oriented, and able to manage multiple tasks
• Basic understanding of networking, databases, and system integrations in highly regulated environments
• Ability to travel to on-site to customer & partner locations

Preferred Qualifications

• Experience with technical support, IT, or customer-facing technical roles
• Familiarity with SaaS platforms or industrial/manufacturing environments
• Experience delivering training or user support
• Familiarity in Active Directory