Technical Support Associate, Evolv Technology
The hourly pay rate for this role is $24 an hour. This role is nonexempt, meaning you’ll be eligible for overtime pay for any hours worked beyond the standard 40 per week. Plus equity
More information about location
Office located in Waltham, MA
AI-driven security screening & weapon detection
Open for applications
AI-driven security screening & weapon detection
201-500 employees
Open for applications
The hourly pay rate for this role is $24 an hour. This role is nonexempt, meaning you’ll be eligible for overtime pay for any hours worked beyond the standard 40 per week. Plus equity
More information about location
Office located in Waltham, MA
201-500 employees
Company mission
Evolv Technology's mission is to make the world a safer place for people to gather.
Role
Who you are
- Technical Expertise: Understanding of common troubleshooting practices and techniques
- Real-Time Problem Solving: Accurately diagnose and resolve technical issues promptly
- Effective Communication: Clearly articulate complex technical concepts to customers and partners
- 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 environment
- Growth Mindset: Display an insatiable appetite for learning and personal development. Stay updated with the latest technologies and industry trends to enhance service quality
- Proactive Improvement: Continuously seek ways to improve technical skills and service delivery. Embrace challenges fearlessly, viewing them as opportunities for growth and learning
What the job involves
- Evolv is looking for a Technical Support Associate 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 help 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
- 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:
- Be a noticeable contributor to support tickets and able to handle common problems on your own
- Become Proficient in the tools and diagnostics procedures to work independently on customer issues
- Be able to identify issues that need to be escalated for more involved troubleshooting
- By the end of the first year, you will:
- Serve as a trusted support resource, able to determine/resolve common support issues and reliably respond to requests when needed
- Be able to support Evolv security systems and adjacent products including integration with 3rd party security applications and platforms
- Use of Service Cloud or similar service platforms to manage and document issues
- Implement solutions that address the root cause of problems to prevent future occurrences
- Maintain strong, clear communication channels with all stakeholders
- Customer Support: Provide exceptional support, anticipating and addressing customer needs proactively
- Build and maintain strong, trust-based relationships with customers
- 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
- You will be joining the Technical Support team and reporting directly to the Technical Support Manager
- Training Period: Onsite for the first 30-45 days for training and onboarding (Monday – Friday, 9am – 5pm)
- Post-Training: Potential flexibility for remote work, depending on individual performance
Our take
Security screening systems are essential within venues such as concert halls, schools, and workplaces, but there are several problems with existing solutions. For example, lengthy queues and physically intimidating security checkpoints can taint visitor experiences, as well as cause congestion due to their inefficiencies.
Evolv Technology develops AI-driven screening systems, aiming to remove the tension, intimidation, and friction associated with security screening. It does this with a smart touchless screening sensor for weapon detection called Evolve Edge, in addition to an all-in-one venue security analytics platform called Evolv Express.
Whilst the company does face competition from similar security solutions at high-risk locations such as airports, its ability to serve a wide range of venues helps it stand out. It is no doubt Evolv has the ability to make spaces safer, though its past claims it made them "weapon-free" was challenged by a recent failure of its system to detect knives. It does, however, continue to innovate on its offering, and remains an attractive option in the space.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Jan 2020
$30m
SERIES C
Oct 2019
$24m
SERIES C
Total funding: $106.4m
Company benefits
- Equity
- Flexible work environment
- Unique culture
- Medical and dental insurance
- 401(k) plan
- Unlimited vacation policy
- Quarterly budget to spend on the perks that are most meaningful to you
Company values
- Authentic - we are honest with each other and honest with our customers
- Kind - our supportive community is kindspirited, respectful, and driven by positive intentions grounded in our vision and mission
- Courageous - we innovate and are not afraid to disrupt the status quo to obtain our mission, even if we must disrupt ourselves
- Driven - we are obsessed with our customer's success
- Fun - we take what we do seriously, we don't take ourselves seriously
Company HQ
Waltham, MA
Articles
Leadership
Anil Chitkara
(Chief Growth Officer)Experience as Vice President of PTC. Was also Senior Vice President of Market Development for Oco from 2007 to 2011.
Michael Ellenbogen
(Chief Innovation Officer)Experience as Vice President of Product and Business Development for Vivid Technologies. Was CEO and Founder of Reveal Imaging Technologies from 2003 to 2011.
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