Lead, Deployment Technical 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

The Deployment Technical Support Lead plays a critical leadership role in managing the Deployment Support Specialists team, ensuring the efficient delivery of remote IT and operational support to Radar’s retail customers and vendor partners.  

This position is primarily overnight and involves overseeing technical service requests, troubleshooting hardware and software issues, and ensuring high-quality support is provided in a timely and professional manner. The Lead will mentor, guide, and support a team of Deployment Support Associates, fostering an environment of continuous improvement and operational excellence. This role requires exceptional leadership skills, strong technical expertise, and the ability to manage complex support situations while adhering to service-level agreements (SLAs). The Lead will also be instrumental in refining processes, developing documentation, and ensuring that the team is well-equipped to handle a variety of technical challenges.

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In your first 30 days, you will:

• Gain a thorough understanding of Radar’s products, services, and deployment processes. 
• Familiarize yourself with the technical support team’s workflows and responsibilities. 
• Shadow and collaborate with the Deployment Support Associate team to gain insight into common issues and troubleshooting procedures. 
• Begin reviewing the current team performance and identify areas for improvement.

In your first 60 days, you will:

• Take ownership of overseeing the day-to-day operations of the Deployment Support team. 
• Lead technical troubleshooting efforts for complex or unresolved issues escalated by associates. 
• Implement improvements to team workflows, ensuring support tickets are managed efficiently and in line with SLAs. 
• Contribute to refining training programs and develop strategies for ongoing team development.

In your first 90 days, you will:

• Lead the team towards achieving operational goals, ensuring high-quality and timely resolutions for all technical support incidents. 
• Monitor team performance and provide targeted feedback to enhance individual capabilities. 
• Identify and implement further process optimizations to reduce issue resolution times and improve customer satisfaction. 
• Regularly review incident data and provide actionable insights to senior leadership on ways to optimize technical support.

ABOUT YOU

Required:

• You have 5+ years of professional experience in IT support, technical services, or helpdesk roles, preferably within a customer-facing or retail technology environment. 
• You have 3+ years of team leadership experience. Proven leadership experience, including managing and mentoring a technical support team. 
• You have strong troubleshooting skills with the ability to diagnose and resolve complex technical issues across hardware and software. 
• You are proficiency in remote support tools and ticketing systems like Jira. Zendesk or ServiceNow..etc. 
• You have experience managing escalations, ensuring high-priority incidents are addressed quickly and effectively. 
• You have excellent communication skills, both verbal and written, with the ability to explain technical issues to a non-technical audience. 
• You have ability to work under pressure, manage competing priorities, and ensure SLA compliance during the overnight shift.

Preferred:

• You have experience with RFID technology and retail deployments.