Deployment Tech Support Specialist, Radar

• You have 2+ years of professional Helpdesk or Technical Support experience, ideally in a customer-facing or field operations environment
• You have strong troubleshooting skills across hardware and software platforms
• Have have experience using ticketing systems and support tools (e.g., Zendesk, ServiceNow)
• You are comfortable working independently on overnight shifts (typically 8 PM to 5 AM PST)
• You are a clear communicator, capable of translating technical issues for non-technical audiences
• You thrive in fast-paced environments with shifting priorities
• You have exposure to retail environments or RFID systems is a plus

Desirable

• RADAR is looking for a highly motivated and technically skilled Deployment Support Associate to join our Customer Support and Operations team. In this role, you’ll provide remote technical support during live deployments of RADAR systems to our retail customers and vendor partners. You’ll troubleshoot hardware, software, and connectivity issues while ensuring a seamless installation experience
• This position is primarily overnight and requires strong problem-solving skills, attention to detail, and the ability to work independently. You’ll be on the front lines of our deployment success, helping resolve incidents in real time and improving operational processes as we scale
• In your first 30days, you will:
• Learn RADAR’s mission, technology stack, and core values
• Complete onboarding and security compliance training
• Get familiar with RADAR’s deployment process and common support issues
• Review technical documentation, Runbooks, and Zendesk workflows
• Gain hands-on exposure to tools like Zendesk, internal dashboards, and remote troubleshooting methods
• Understand how to represent vendor and customer needs through ticket management best practices
• In your first 60 days, you will:
• Begin independently handling technical support tickets for deployment-related issues
• Communicate directly with vendor technicians to walk through issue resolution
• Manage escalations from the Deployment Operations team
• Liaise with your manager to generate performance reports for internal stakeholders
• Adhere to SLAs by prioritizing urgent support requests
• Solve complex problems using Runbooks or referencing historical tickets
• In your first 90 days, you will:
• Confidently resolve complex technical issues based on accumulated knowledge
• Contribute to improving internal documentation by drafting new Runbooks
• Escalate unresolved cases efficiently to L2/L3 support teams
• Demonstrate working knowledge of our monitoring tools and appliance logs
• Identify gaps in support workflows and suggest process improvements