Technical Support Specialist

Own issues from first contact through actual resolution across email, phone, and chat, including the ones nobody has seen before.

Troubleshoot live and out loud. Being calm and clear with a customer who is at the device, in the weather, with no technical background and no time is a real part of this job.

Diagnose with data. Read Grafana for device telemetry and fleet health, query our BI tools to see what's happening across accounts, and use Zendesk analytics to understand the queue instead of just the top of it.

Escalate well. When something belongs with hardware or engineering, hand it over with device IDs, timestamps, telemetry, environment, and clear reproduction steps, then stay on it until the customer has an answer.

Find the systemic problem behind the ticket. One confused customer is a data point. Five is a bad default, a documentation gap, or a bug, and naming it is your job.

Be a real input to the roadmap. You'll see friction, failure modes, and unmet needs earlier and more often than anyone in the building. Bring that to product and hardware with the evidence behind it, and expect it to shape what we build and what we fix.

Work with hardware and install teams on RMAs and failure patterns that should influence the next revision of the device.

Write the playbooks and help articles so the answer you found once doesn't get found again.

Automate as much of your own job as you can, and help drive contact rate down. The best result is a customer who never needed to write in.

3+ years supporting a technical, complex product where you owned the resolution. Hardware-enabled SaaS, IoT, telematics, physical security, or environmental sensing is a big plus.

Real hardware curiosity. You want to open the unit up and see how it works. Hands-on experience with electronics, installs, or tinkering counts for a lot here.

Technical fluency across software. You can look at an account’s configuration, event logs, and audit trails to reconstruct what actually happened faster than anyone else.

Comfort in dashboards and BI tools — Grafana, Looker, Zendesk Explore or similar — and the ability to get from "this customer says X" to what the data shows across 6,000 devices.

Strong verbal and written communication skills, with a trustworthy presence and ability to deliver technical or negative news in a confident, easy to understand way.

High agency and sense of urgency — you bring proposals instead of waiting for direction and nothing falls through the cracks when you’re assigned to a case.

Composure when three customers need help at once and the weather isn't cooperating.

You want to be great at this work. We want someone who's energized by the front line rather than passing through it.