What are the responsibilities and job description for the Customer Support Engineer - Industrial Hardware, IoT position at ONYX Insight?
The Role
As a Customer Support Engineer at ONYX Insight, you’ll be the primary technical point of contact for customers following the installation and commissioning of our hardware solutions. You’ll own customer support cases end-to-end, ensuring a responsive, well-communicated and high-quality post-installation support experience.
Working closely with Engineering, Development, Monitoring and Commercial teams, you’ll help ensure customers continue to get the most value from their deployed systems.
Key Responsibilities
Salary range - $80,000-$120,000
Compensation is based on market pay structures and individual factors including location, experience and internal equity. Hiring at or near the top of the range is not typical, and compensation is determined on a case-by-case basis.
About ONYX
ONYX Insight is a growing technology and engineering organisation in the renewable energy sector. Our vision is to build a more efficient future by becoming the world’s most innovative provider of predictive technology solutions. Our advanced sensing, software and analytics combined with our engineering experience are deployed on wind turbines around the world to maximise production and make turbines more reliable for longer, optimising energy production.
ONYX Insight is part of the Macquarie Group. Macquarie is a global financial services group operating in 34 markets in asset management, leasing and asset financing, market access, commodity trading, renewables development, specialist advisory services, capital raising and principal investment. The diversity of the Macquarie Group operations combined with a strong capital position and robust risk management framework has contributed to a 54 year-record of unbroken profitability. For any further information, or to understand our products and services better, please feel free to look through our website: https://onyxinsight.com/
Insight are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Recruitment Agencies
We prioritise sourcing candidates directly wherever possible. For specific roles, we may engage preferred suppliers, invited by our Talent Acquisition Team, to support the process. CVs from other suppliers may be considered on an ad hoc basis, subject to prior written agreement. We will not be liable for fees related to CVs or profiles submitted directly to ONYX Insight employees outside of the agreed resourcing process. Agencies must liaise with our Talent Acquisition Team before submitting any unsolicited applications.
As a Customer Support Engineer at ONYX Insight, you’ll be the primary technical point of contact for customers following the installation and commissioning of our hardware solutions. You’ll own customer support cases end-to-end, ensuring a responsive, well-communicated and high-quality post-installation support experience.
Working closely with Engineering, Development, Monitoring and Commercial teams, you’ll help ensure customers continue to get the most value from their deployed systems.
Key Responsibilities
- Acting as the main point of contact for customers post-installation and commissioning.
- Providing Level 1 and Level 2 technical support, including installation guidance, configuration support, hardware and connectivity troubleshooting, and data flow checks.
- Collaborating with Engineering and Development teams on more complex investigations, providing clear technical context and customer continuity.
- Managing and tracking support cases, maintaining accurate documentation and clear ownership.
- Owning customer communication throughout the support lifecycle, including updates, timelines and next steps.
- Supporting the lifecycle of deployed hardware by coordinating logistics activities, including warranty-related processes and equipment movements in line with company procedures.
- Contributing to customer-facing documentation such as troubleshooting guides and installation instructions.
- Experience in a customer-facing technical support role (e.g. Customer Support Engineer, Product Support Engineer, Technical Support Engineer).
- Understanding of tiered support models (L1 / L2 / L3) and cross-team working.
- Experience supporting deployed hardware in live customer environments.
- Strong communication skills and a customer-focused approach.
- Well organised, with strong attention to detail in documentation and coordination.
- Background in industrial hardware, field systems, IoT, energy, telecoms or industrial environments.
Salary range - $80,000-$120,000
Compensation is based on market pay structures and individual factors including location, experience and internal equity. Hiring at or near the top of the range is not typical, and compensation is determined on a case-by-case basis.
About ONYX
ONYX Insight is a growing technology and engineering organisation in the renewable energy sector. Our vision is to build a more efficient future by becoming the world’s most innovative provider of predictive technology solutions. Our advanced sensing, software and analytics combined with our engineering experience are deployed on wind turbines around the world to maximise production and make turbines more reliable for longer, optimising energy production.
ONYX Insight is part of the Macquarie Group. Macquarie is a global financial services group operating in 34 markets in asset management, leasing and asset financing, market access, commodity trading, renewables development, specialist advisory services, capital raising and principal investment. The diversity of the Macquarie Group operations combined with a strong capital position and robust risk management framework has contributed to a 54 year-record of unbroken profitability. For any further information, or to understand our products and services better, please feel free to look through our website: https://onyxinsight.com/
Insight are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Recruitment Agencies
We prioritise sourcing candidates directly wherever possible. For specific roles, we may engage preferred suppliers, invited by our Talent Acquisition Team, to support the process. CVs from other suppliers may be considered on an ad hoc basis, subject to prior written agreement. We will not be liable for fees related to CVs or profiles submitted directly to ONYX Insight employees outside of the agreed resourcing process. Agencies must liaise with our Talent Acquisition Team before submitting any unsolicited applications.
Salary : $80,000 - $120,000