Customer Support & Operations Specialist

Customer Support & Operations Specialist

Role Summary:

This role will support EdgeX by serving as a frontline point of contact for customers while managing day-to-day operational tasks. The position focuses on delivering clear, timely communication to customers, monitoring system performance, and assisting with issue triage.

We are looking for someone who is comfortable working with technology, not intimidated by technical concepts, and naturally curious about how systems work. The ideal candidate enjoys both customer interaction and hands-on problem solving, with the ability to develop deeper technical skills over time.

Key Responsibilities:

- Act as a primary point of contact for customer inquiries, support requests, as well as customer training of the EdgeX software.

- Provide timely, clear updates to customers regarding alerts, device status, and ongoing issues

- Monitor system and device health and respond to problems.

- Perform initial triage on issues and escalate more complex problems as needed

- Assist with device setup, replacements, and system mapping

- Generate and review reports for customers

- Document customer interactions, issues, and resolutions

- Occasional Local Travel to Customer Sites

Required Qualifications:

- Strong customer service and communication skills

- Comfortable working with technical systems, dashboards, or tools

- Basic troubleshooting ability and problem-solving mindset

- Curious, not intimidated by technology, and interested in learning how systems/devices work

- Organized, reliable, and detail-oriented

Preferred Qualifications:

- Experience in customer support, help desk, or operations roles

- Exposure to hardware, IoT devices, or monitoring systems

- Basic understanding of technical concepts

Growth Opportunity:

This role offers the opportunity to develop deeper technical expertise in device troubleshooting, connectivity, and system configuration while supporting a growing customer base.