Senior Specialist IT Customer Support

ABOUT US

At RADAR, we're transforming the way the world thinks about physical retail. RADAR has raised over $104M from top investors, retailers, and strategics and works with some of the world's top billion-dollar global retailers. We’re building the future of in-store experience where every product and every person can be precisely located in real time.

Our platform combines RFID and AI to unlock hyper-accurate product visibility and automation at scale. From real-time inventory tracking to seamless checkout experiences, our technology empowers some of the world’s largest retailers to streamline operations, reduce loss, and elevate both employee and customer experiences.

We’re a fast-growing, mission-driven startup where bold ideas, collaboration, and impact are at the core of everything we do. Join us as we reshape the physical world with digital precision, starting with retail and expanding far beyond!

ABOUT THE JOB

We are seeking a dedicated Senior Specialist IT Customer Support with a strong background in Helpdesk and customer support to join our dynamic team. The ideal candidate will have solid technical expertise combined with the ability to communicate effectively with both technical and non-technical stakeholders. The IT Support Specialist at RADAR will partner with IT Engineering Teams and other departments outside of the Customer Support structure to deep-dive and find root causes to common issues affecting our customer or deployment strategies. This person is great at driving tasks, projects and issues to timely resolution, has a versatile background focusing mainly on external customers and teams however also working with internal customers. The candidate will also support RADAR’s employee onboarding/off-boarding process. The IT Support Specialist will work with external vendors to ensure Maintenance Dispatches have little impact to no impact to our customers. The appropriate candidate will be someone who thrives in collaborative environments, excels at tackling challenges independently, fosters process improvement and has a solid technical background. This is a hybrid role.  

In your first 30 days, you will:

• Review and digest training materials to understand the RADAR business model and our core values  
• Dive into videos and seminars to gain a better understanding of RADAR’s technology 
• Visit RADAR offices to meet with team members and engage in debugging common issues  
• Learn about customer support structure 
• Learn best practices and ticket-handling processes 
• Develop a comprehensive understanding of RADAR support and Helpdesk protocols by reviewing runbooks and how-to guides 
• Meet with strategic team members 
• Review all processes including escalations, maintenance dispatches and operations 

In your first 60 days, you will:

• Independently provide support to customers through Jira and other ticketing tools 
• Communicate with customers to guide them through resolutions 
• Collaborate with engineering to escalate issues we are unable to resolve  
• Collaborate with your manager to produce reports for customers and internal stakeholders 
• Participate in on-call rotation schedule 
• Adhere to SLA agreements by responding promptly to customers 
• Begin owning dispatch process including scheduling with vendor and customers  
• Collaborate with Hardware team to ensure RMA equipment is being received and tested 
• Resolve complex problems and troubleshoot by referring to related tickets and documentation  
• Begin creating/editing documentation for troubleshooting   

In your first 90 days, you will:

• Successfully resolve complex problems using acquired knowledge 
• Efficiently escalate tickets to L2 and L3 tier teams when appropriate 
• Collaborate with Customer’s Support Team to resolve issues related to their environment 
• Successfully use monitoring tools and have a solid understand of appliance logs  
• Identify processes that can be automated 
• Begin automating processes in Jira to increase efficiency 
• Manage, escalate, and drive resolution of IT issues through service desk management tools, ensuring adherence to SLAs 
• Collaborate closely with IT Leadership on projects, automation initiatives, and strategies designed to enhance the customer experience 

ABOUT YOU

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