Lead Technical Support Engineer

?? Now Hiring: Lead Technical Support Engineer (Onsite – Union, NJ)Join a global leader in the Energy industry and take ownership of a high-impact technical support function. This role is ideal for an experienced engineer who thrives in fast-paced environments, enjoys solving complex technical challenges, and is ready to lead a small but mighty support team.As the Lead Technical Support Engineer, you'll provide advanced technical support to customers and internal teams—including Field Service, Billing, and Regional Sales. You'll oversee hardware/software issue resolution, guide a team of 2–3 Technical Support Engineers, and drive continuous improvement across support operations.Key ResponsibilitiesTechnical Support & TroubleshootingManage ticket triage, tracking, and timely resolutionProvide expert-level support for hardware, software, and network-related issuesEscalate complex cases to R&D/Software teams and follow through to resolutionConduct remote diagnostics (network configuration, hardware integration, software analysis)Perform RCA on recurring issues and recommend long-term solutionsOccasional travel to customer sitesTeam Leadership & OperationsLead, mentor, and develop a team of Technical Support EngineersMonitor KPIs such as response times, resolution rates, and customer satisfactionServe as the primary escalation point for complex technical mattersChampion a customer-first support cultureImplement best practices for Salesforce ticket managementProcess Improvement & Knowledge ManagementMaintain and expand internal knowledge base and troubleshooting documentationIdentify opportunities to streamline support processesCollaborate with Engineering and Product teams to influence product enhancementsStay current with emerging technologies and industry trends?? RequirementsBachelor's in Electrical Engineering4+ years of experience in system troubleshooting and technical analysisExperience with SCADA, RTU, HMI, and data acquisition systemsSolid understanding of three-phase power systemsUnderstanding of digital communication methodsFamiliarity navigating Windows machinesExcellent communication skills across technical and non-technical audiencesAbility to manage multiple priorities in a fast-paced environment ? Preferred (Nice to Have)Experience with metering products or utility billing systemsKnowledge of Serial, Fiber, and Ethernet communication technologiesFamiliarity with industrial protocols: Modbus, BACnet, DNP3, etc.?? Salary Range: $115,000–$130,000