Wi-Tronix is the digital platform the rail industry turns to for real‑time IoT data, AI‑powered analytics, and intelligent video, so the outcomes of our work show up in safer crews, fewer incidents, and smoother operations across critical rail infrastructure. This is not a typical SaaS environment; we are a team where contributions are visible, decisions are transparent, and quality is a shared standard.
As a Technical Support Analyst, you are the human in the loop when customers need answers fast. You investigate system behavior, collaborate with engineering and product teams, and close the loop with customers in a way that earns trust and keeps fleets moving. Your day blends live troubleshooting across phone, email, and chat, proactive alert monitoring, and documentation that makes the next person faster. You will escalate thoughtfully with context and hypotheses, meet or beat SLA expectations, and keep growing your technical depth through our tools and training.
WHO THRIVES HERE
People who take ownership, ask good questions, and take pride in work that holds up. You would rather understand a system than memorize a script, you treat customer conversations as problem‑solving partnerships, and you believe doing the work right matters, even on the hardest shift, because real trains and real crews depend on it.
POSITION QUALIFICATIONS
- 3+ years in customer service or technical support, with clear written and verbal communication across phone, chat, email, and in person
- Windows proficiency, working understanding of electrical systems, and the ability to read schematics
- Experience with ticketing tools (Salesforce, Zendesk, or Microsoft Dynamics) and relational databases
- A curious, agile mindset and resiliency for challenging calls in a lean, fast-paced environment
- Availability for a rotating shift schedule supporting a 24x7x365 environment, including 2nd and 3rd shifts
- Technology enthusiast demonstrated through work experience, hobbies, and/or education
- Agile Mindset. The ability to work in an interactive manner that allows for rapid prototyping, effective feedback loops, and the ability to meet aggressive timelines
WORK ENVIRONMENT
- Hybrid at our Bolingbrook, IL office (Tuesday through Thursday on site; Monday and Friday remote or on site as needed). Must be able to work all rotating shift schedules supporting a 24x7x365 environment, including 2nd and 3rd shifts.
- Ability to read diagrams, sit for long periods, lift 30 lbs, and use fine motor controls.
WHY WI-TRONIX?
Competitive pay plus meaningful investment in your wellbeing starting on day one: medical, dental, and vision, HSA, employer‑paid life and disability, 24/7 telemedicine, an Employee Assistance Program, 401k, financial wellness resources and so much more! Most of all, real career growth in a mission‑driven company where your ideas shape the product.
Equal Opportunity Employer
Applicants must be legally authorized to work in the United States. This position does not offer employer-based visa sponsorship now or in the future. No relocation will be offered. This position’s anticipated base salary range is $56,000 to $74,000. Final compensation will be based on experience, qualifications, and location. Wi‑Tronix is proud to be an Equal Opportunity, Affirmative Action, E-Verify, and Drug Free Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law. If you need reasonable accommodation for any part of the application process due to disability, please inform us at michele.hughes@wi-tronix.com so that we can discuss the appropriate alternatives available. Wi‑Tronix does not review unsolicited resumes from recruiters or search firms.