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.

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