Technical Support Specialist

4 weeks ago

Raleigh, United States JPS Interoperability Solutions, Inc. Full time $65,000 - $85,000
We are seeking a full-time Technical Support Specialist to support our two primary product lines. This is a Tier II support role, in which customer issues will be escalated for advanced analysis and troubleshooting. The key responsibilities of this role include:
  • Providing advanced technical support to end users, potential customers, and team members. 
  • Clearly communicating troubleshooting steps both internally and externally.
  • Remoting into customer PCs to analyze and troubleshoot a documented issue.
  • Reviewing product logs to determine potential root causes.
  • Training other staff on technical issues as needed.
  • Assisting in maintaining our customer-facing knowledge base.
  • Setting up test scenarios in a lab to replicate customer issues.

Why this job might be for you:
  • You enjoy a small company atmosphere, including flexibility.
  • You will have your own office, plus dedicated lab space.
  • Your contributions will make a difference.
  • You enjoy attention to detail and quality.
  • The commute is reasonably good to/from many locations in the Raleigh area.
  • The position is targeted to be filled immediately.
  • Anticipated salary range of $65,000 to $85,000, depending on relevant work experience and technical skill level.

As JPS is a small company, being a self-starter and solving customer problems on your own is essential. Follow-through is important and expected, but there will be plenty of support from other team members, especially while growing into the role and learning about our products.
 Considered candidates should possess:
  • 3+ years of professional experience in a related role.
  • Positive, professional interpersonal skills.
  • Proficiency in technical customer service and troubleshooting.
  • In-depth understanding of IP networking and SSH.
  • The ability to multi-task, handle interruptions, and complete tasks in a timely manner.
  • Experience with reviewing and analyzing product logs.
  • The ability to easily adapt to and learn new technologies.
  • Effective and efficient communication and collaboration skills.
  • An attention to detail, strong organization skills, and a passion for quality.

Our ideal candidate would also possess:
  • Bachelor’s or Associate’s degree in a technical field.
  • Previous experience with Zendesk or a similar ticketing system.
  • A basic understanding of Linux. 
  • Comfort using the command line instead of GUI-only tools.
  • Familiarity with land-mobile radio systems.


About JPS Interoperability Solutions, Inc.:

JPS was founded in 1988 by three engineers who had a knack for inventing unique solutions to many of the problems faced in the telecommunications industry. 35 years later our mission remains the same, but has expanded to keep pace with changing technology. Our products enhance a variety of communications systems for customers that include Fortune 500 companies, government agencies, global technology leaders, and branches of the military. Over the years a distinct culture has formed at JPS, one that encourages collaboration, inclusiveness, and a sense of family. We believe that everyone plays an important role in our mission. As we continue to design and implement new solutions in the robust communications industry, we are always looking for talented professionals to join our growing team.

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