Technical Support Engineer

Technical Support Engineer

The Elevator Pitch

Evolv is looking for a Technical Support Engineer to join our steadily growing team. In this role you will interact and support customers, partners and field service engineers. Acting as a trusted advisor in Evolv’ s technology. We keep people of all ages safe in schools, hospitals, stadiums and more. You will be helping keep people safe by supporting Evolv Express, weapon detection system, including our cutting-edge data analytics portal.

Success in the Role: What are performance outcomes over the first 6-12 months you will work toward completing?

 In the first 30 days, you will:

·       Participate in EvolvED our new hire training orientation

·       Participate in our technical product training session

·       Learn and understand the product, and product issues enough to assist with customer support.

·       Shadow the rest of the support team working on customer issues.

·       Assist with scheduled remote system upgrades and maintenance.

Within three months, you will:

·       You will be a noticeable contributor to support tickets and able to handle common problems on your own.

·       Proficient in the tools and diagnostics procedures to work independently on customer issues.

·       Able to identify issues that need to be escalated for more involved troubleshooting.

·       Familiar with adjacent products, such as integrations into 3rd party security applications and platforms.

By the end of the first year, you will:

·       A trusted support resource, able to determine/resolve common support issues and reliably respond to requests when needed.

·       Able to support Evolv security systems and adjacent products including integration with 3rd party security applications and platforms.

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

• Technical Proficiency
• Field Service Experience:
• Successfully handle on-site service and maintenance tasks.
• Exhibit adaptability and resourcefulness in various field scenarios.
• Technical Expertise:
• Demonstrate deep understanding and troubleshooting of magnetic sensors, wiring schematics, and IoT connected devices.
• Effectively use ServiceCloud or similar service platforms to manage and resolve issues.
• Diagnostic and Troubleshooting Skills
• Real-Time Problem Solving:
• Accurately diagnose and resolve technical issues promptly.
• Implement solutions that address the root cause of problems to prevent future occurrences.
• Analytical Thinking:
• Draw accurate conclusions from incomplete or ambiguous information.
• Apply logical and strategic thinking to devise effective solutions.
• Communication and Collaboration
• Effective Communication:
• Clearly articulate complex technical concepts to customers and partners.
• Maintain strong, clear communication channels with all stakeholders.
• Team Collaboration:
• Work cohesively with field engineers, engineering teams, and customer success teams to provide comprehensive solutions.
• Share knowledge and insights to enhance team performance and customer satisfaction.
• Customer Relationship Management
• Customer Support:
• Provide exceptional support, anticipating and addressing customer needs proactively.
• Build and maintain strong, trust-based relationships with customers.
• Feedback and Improvement:
• Gather customer feedback to improve product functionality and service quality.
• Implement adjustments based on customer interactions and suggestions to enhance operation.
• Documentation and Record Keeping
• Detail-Oriented Documentation:
• Accurately document technical issues and resolutions in the Evolv Service and Support Platform.
• Maintain comprehensive records of customer interactions and issue tracking.
• Resilience and Adaptability
• Crisis Management:
• Remain calm and confident in urgent or high-pressure situations.
• Display persistence and follow-through with necessary parties until a resolution is reached.
• Adaptive Thinking:
• Prioritize tasks and adapt strategies effectively in a fast-paced envi