Deployment Support Associate (night Shift)

ABOUT US

Be part of an exciting, well-funded startup changing the world of retail and beyond. RADAR’s mission is to revolutionize customer experience in retail through precise identification of inventory in the stores and distribution centers, completely transforming the in-store experience for employees and customers alike. RADAR's proprietary hardware and software platform combines RFID, Computer Vision and AI to provide hyper-precise, real-time location of every product and person in physical stores. This unprecedented capability enables some of the world’s top retailers to automate in-store inventory management, analytics, and checkout...and this is just the beginning of what we hope to accomplish together.

ABOUT THE JOB

RADAR is seeking an experienced, adaptive, and highly motivated Deployment Support Associate to join our Customer Support and Operations team. As a Deployment Support Associate, you will provide remote IT and operational support to our retail customers and vendor partners; addressing various hardware, software, and operational questions. Please note this particular position is a night shift; working the hours of 8pm-5am PST.

The Customer Support team is the first contact point for technical service requests. The ideal candidate should be quality-oriented and able to provide outstanding service within resolution times. They should be an innovative, energetic individual capable of learning new procedures quickly and efficiently while managing a large volume of incidents. Finally, they should also be committed to upholding high levels of productivity without sacrificing quality support.

Responsibilities:

• Provide remote technical support for a diverse range of hardware and software applications utilized by our retail customers and vendor partners.
• Serve as the primary point of contact for technical service requests during the night shift, ensuring timely resolution.
• Troubleshoot and resolve technical and operational issues efficiently, demonstrating a deep understanding of our products and services.
• Collaborate closely with other team members to escalate and resolve complex issues that require additional expertise.
• Document all support interactions and resolutions accurately and comprehensively within our ticketing system.
• Assist in the development and maintenance of knowledge base articles and training materials to enhance team efficiency and effectiveness.
• Contribute to continuous improvement initiatives by providing feedback on processes and procedures to streamline operations.

In your first 30 days you will:

• Review training material that will help you understand RADAR and our core values 
• Complete security compliance training 
• View videos and recorded seminars to better understand RADARs technology
• Get familiar with RADAR Deployment process and how to troubleshoot the common issues
• Get familiar with and understand Zendesk Ticketing Management Tool 
• Read about best practices and processes for handling tickets on behalf of our vendors and customers 
• Develop a comprehensive understanding of RADAR Support and Helpdesk Protocols by reviewing Runbook’s and how to guides 

In your first 60 days you will:

• Independently provide support to Deployment related questions and issues through Zendesk portal
• Communicate with vendors to walk them through resolutions 
• Manage escalations from our Deployment Operations team 
• Liaise with manager to produce reports for  internal stakeholders
• Adhere to SLA agreements by promptly responding to high-priority incidents 
• Solve complex problems by following runbooks or by referring to related tickets outlining solutions 

In your first 90 days you will:

• Be able to resolve complex problems by applying knowledge acquired through training 
• Fully understand and contribute to improvement of Deployment support processes
• Begin drafting runbooks to solve new issues that might arise 
• Effortlessly escalate tickets to L2, L3 Tier Teams
• Have intermediate knowledge of our monitoring tools as well as a solid understanding of appliance logs  

About You

• You have 2+ years of professional Helpdesk or Technical Support experience, preferably in a customer-facing environment.
• You have proficient troubleshooting skills with a knack for promptly diagnosing and resolving issues.
• You are familiar with remote support tools and ticketing systems like ServiceNow and Zendesk.
• You are able to work independently with minimal supervision, especially during the night shift hours (8pm to 5am PST).
• You thrive in an ambiguous environment.
• You have a knack for explaining technical issues to a non-technical audience.
• You are adaptable and comfortable with changing priorities and effectively handling a high volume of incidents simultaneously. 
• You have previous Retail experience and an understanding of RFID technology.

• You have previous experience in Terminal/CMD/SSH/Telnet and Linux.
• You are willing to work weekends and holidays, as needed.
• You are able to participate in occasional training sessions or meetings outside of regular working hours.

Research has shown that women & underrepresented minorities are more likely to read lists of requirements and consider themselves unqualified if they don't meet every single one. This list represents what we're ideally looking for, but everyone has unique strengths & weaknesses, and we hire for strength & potential, not lack of weakness.

What We’re Looking For In Teammates

Technology like what we’re building doesn’t happen on its own. It is the result of a collaborative environment and the hard work of passionate, dedicated individuals working intelligently towards a common goal. We are looking for exceptional people to join our growing team and have a positive impact on our culture, technology, and product from day one. We deeply value humility, curiosity, and a positive attitude and you should as well. You should also believe that mutual respect is the foundation of any healthy and productive relationship. You should be unafraid to ask questions or challenge responses no matter how simple or complex. Most importantly, you should value honest and direct communication as you recognize that this is the best way for any individual or team to continuously learn and grow. Accomplishing our collective goals will be fun but it will also be hard; you should be in pursuit of an ongoing and rewarding challenge!

What It’s Like To Work With Us

We’re passionate about the technology we’ve created and what we’re building, but we know that changing any industry and creating a successful company will take balance, maturity, and a sustained effort. We’ve combined retail industry expertise, amazing engineers with experience shipping real-world hardware and software solutions, and a team of brilliant minds who are not afraid to focus on solving “impossible” problems. But this passion doesn’t mean we live unbalanced lives. We have families and passions outside of work, and we know that the best work comes from sharp, rested people. We respect each other and each of our contributions, and we believe that the best solutions will come from a diversity of ideas and perspectives.

Finally, we build our products with deep empathy for the people who will use them every day. Their input and insights are our clearest guide to building what they need; we respect our partners and clients, and listen closely to their feedback.