What are the responsibilities and job description for the Technical Support Specialist position at HydroPoint Data Systems?
Company Description HydroPoint Data Systems is a proven leader in smart water management solutions, offering WeatherTRAK®, Baseline®, and WaterCompass® products that help organizations maximize water savings, reduce operating costs, and meet sustainability goals. As an EPA WaterSense® Partner of the Year, HydroPoint leverages IoT technology, data analytics, and automation to optimize irrigation, flow management, and leak detection. Its solutions provide clear visibility and precise control for commercial, government, education, and community sites. Located in the San Francisco North Bay for over 15 years, HydroPoint is committed to reducing global water waste by enabling efficient use of vital water resources. Applicants can learn more about the company and its mission at www.hydropoint.com.
Role Description The Technical Support Specialist is a full-time, on-site role based in Boise, ID. This position provides front-line technical assistance to customers using HydroPoint’s smart water management solutions, including hardware devices, software platforms, and monitoring tools. Day-to-day responsibilities include responding to support tickets and phone inquiries, diagnosing and troubleshooting technical issues, guiding customers through product configurations, and documenting solutions in the knowledge base. The role also involves collaborating with engineering and product teams to escalate complex issues, monitoring system performance indicators, and helping ensure high levels of customer satisfaction. The specialist is expected to follow established service processes, contribute feedback for product improvements, and support continuous enhancement of support workflows.
Qualifications
Role Description The Technical Support Specialist is a full-time, on-site role based in Boise, ID. This position provides front-line technical assistance to customers using HydroPoint’s smart water management solutions, including hardware devices, software platforms, and monitoring tools. Day-to-day responsibilities include responding to support tickets and phone inquiries, diagnosing and troubleshooting technical issues, guiding customers through product configurations, and documenting solutions in the knowledge base. The role also involves collaborating with engineering and product teams to escalate complex issues, monitoring system performance indicators, and helping ensure high levels of customer satisfaction. The specialist is expected to follow established service processes, contribute feedback for product improvements, and support continuous enhancement of support workflows.
Qualifications
- Strong Technical Support and Troubleshooting skills to diagnose, resolve, and document customer issues efficiently.
- Customer Support and Customer Satisfaction skills to communicate clearly, manage expectations, and foster positive customer relationships.
- Analytical Skills to interpret logs, data, and performance metrics, and to identify patterns or root causes of technical problems.
- Familiarity with IoT devices, cloud-based software, or networked systems; experience with ticketing and CRM tools is beneficial.
- Effective written and verbal communication skills, with the ability to explain technical concepts in accessible language.
- Ability to work on-site in Boise, ID, manage multiple cases simultaneously, and follow structured support procedures.
- Prior experience in technical support, help desk, or related customer-facing technical role; experience in water management or sustainability-focused technologies is a plus.
- Associate’s or bachelor’s degree in a technical field, or equivalent combination of education and relevant work experience.