Job Description
Job DescriptionSalary: $55k - $70k
JOB SUMMARY:
The M-Link Customer Support Technician works under the direction of the Technical Services Manager to provide technical support, troubleshooting, and configuration assistance for M-Link telemetry and remote monitoring systems. This role serves as the primary point of contact for customers experiencing communication, device, configuration, or reporting issues, and is responsible for ensuring timely and professional resolution while maintaining high levels of customer satisfaction. This position is based in Hockley, TX and plays a key role in the reliability and value customers experience from the M-Link platform.
POSITION DETAILS:
Department: Service
Reports To: Technical Services Manager
Location: Hockley, TX
Type: Full-Time
Travel Required: None
PRIMARY RESPONSIBILITIES:
- Resolve M-Link customer support inquiries, providing prompt and professional responses to technical issues
- Configure and deploy M-Link monitoring systems, including device setup, register mapping, and integration with customer infrastructure
- Create, review, and validate device configuration files
- Troubleshoot communication failures and data discrepancies across Modbus RTU, Modbus TCP, RS-232, RS-485, and Ethernet protocols
- Diagnose and resolve cellular modem, gateway, and network connectivity issues affecting remote monitoring systems
- Assist customers with alarm, notification, and reporting within the M-Link platform
- Document customer interactions, configurations, and resolutions accurately within the ticketing system
- Maintain and contribute to customer-facing documentation, knowledge base articles, and internal support procedures
- Participate in after-hours support rotation as assigned to maintain coverage for critical customer needs
- Identify recurring issues and contribute to continuous improvement of support processes
REQUIRED SKILLS/QUALIFICATIONS:
- High school diploma or GED required; associate degree in a technical field preferred
- 2+ years of experience in technical support, automation, telemetry, or related field
- Strong knowledge of Modbus RTU and Modbus TCP communications, including register mapping and troubleshooting
- Basic networking proficiency (IP addressing, gateways, DNS, port configuration, VPNs)
- Experience troubleshooting remote monitoring or SCADA systems preferred
- Ability to read and interpret technical documentation
- Strong written and verbal communication skills
- Proficiency with Microsoft Office applications
PREFERRED EXPERIENCE:
- Prior experience with the M-Link platform
- Gas compression or oil & gas production industry background
- SCADA systems
- PLC programming and troubleshooting
PERSONAL ATTRIBUTES:
- Strong attention to detail and organizational skills
- Excellent problem-solving skills and a methodical approach to troubleshooting
- Customer-focused mindset with the ability to remain professional under pressure
- Highly organized with the ability to manage multiple open cases simultaneously
- Self-motivated and capable of working independently with minimal supervision
- Ability to prioritize effectively in a fast-paced support environment
- Receptive to feedback and committed to following established procedures and standards
PHYSICAL DEMANDS AND ABILITIES:
- Ability to sit and work at a computer workstation for extended periods
- Occasional lifting up to 25 pounds
- Potential travel for on-site customer support or training as required
WORKING CONDITIONS:
- Primarily office-based environment with occasional field travel
- Regular business hours with participation in after-hours on-call support rotation as assigned
- Fast-paced support environment with concurrent customer cases and competing priorities
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
Spindletop Energy Products, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
This job description is intended to describe the general nature and level of work being performed by people assigned to this position. It is not intended to be a complete list of all responsibilities, duties, and skills required of employees in this position.