Technical Support Engineer

3 weeks ago

Charlotte, United States Rhombus Services Full time
Who We Are

Founded in 2016, Rhombus is on a mission to make the world a safer place with our centralized platform that combines intelligent cameras, sensors, and AI analytics to help organizations improve safety and operations at scale. We have a solid product-market fit, customers love us, and our solution makes a profound impact and difference in the world.

Rhombus was created by industry veterans and is also backed by incredible investors who believe in transforming the world of physical security with enterprise-grade technology that's accessible to any organization.

Who You Are

Here at Rhombus, everyone plays a critical role in achieving our mission to make the world safer with simple, smart, and powerful physical security solutions. No matter what team you're on, the work you do here makes a positive impact across the globe.

Rhombus is looking for a Technical Support Engineers to play a key role in developing solutions to customer specifications and for customer support. These individuals will have a big impact within the company as you are usually the first line of communication with a customer and often the person that resolves any issues they might have. This role coordinates with a lot of different departments including Sales, Engineering and more.

What You'll Do:
    • Implement new feature requests for customers
    • Work with clients and Rhombus Engineering teams to resolve product issues
    • Provide regular issue and trend reporting to help internal teams understand the customer experience
    • Analyze support processes to recommend contact avoidance strategies
    • Troubleshoot system/customer issues to validate product and service defects
    • Track issues related to new product launches and work closely with product management teams to prioritize
    • Create support tracking metrics to demonstrate customer journey challenges to product and engineer teams
What We're Looking For:
    • 2- 4 years experience in technical support or IT
    • Experience working with customer service platforms and ticketing systems
    • Comfortable with learning new applications and software tools
    • Experience working with network switches, routers and general IT tasks.
    • Customer service experience / phone support / onsite support
    • Willing to help provide input and insight for new product features & enhancements
    • Previous experience working with or supporting SaaS products
    • Experience working with Python is a plus
    • Experience in front-end web development including HTML and JavaScript is a plus
    • Knowledge of RESTful web services and working experience in client tools like Postman
    >


This is an onsite position based in Charlotte, North Carolina.

Additional forms of compensation, depending on the role, include sales incentives, discretionary bonuses, and equity in the company. Individual pay is determined based on the candidate's primary work/hiring location and additional factors, such as skills and experience, and relevant education, certifications, or training. Further details about compensation for the role can be discussed during the interview process.

Benefits

Competitive Salary & Equity Options

Flexible Schedule & Paid-Time Off

Excellent Healthcare Coverage

Generous Family Leave Policy

WFH & Workspace Supplies

Career Growth & Professional Development

Dog-Friendly Office & Pet Insurance

What We Value

Customers Come First: We're obsessed with improving our users' lives and constantly question how we can improve upon what already exists.

One Team: Innovating in the physical security industry can't be accomplished by just a single person, which is why we collaborate with exceptional individuals who inspire us to be our best.

Think Greater: We believe the best ideas can come from anywhere. We strive to create an open environment where individuals can contribute and make an impact.

Act with Integrity: We believe honest communication is key to success. We conduct business the way it should be - with high ethical standards and to always do what's right.

Rhombus is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace that reflects the communities we serve. We encourage applicants from all backgrounds and experiences to apply. We actively promote diversity, equity, and inclusion in our hiring practices and throughout our organization.

Build a Safer Future with Us

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