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Technical Support Advisor

2 months ago

Columbia, Maryland, United States Rekor Systems Inc Full time
Job Overview

Position Summary

We are in search of a driven and technically proficient Product Support Specialist to enhance our dedicated team. This role involves gaining a deep understanding of our offerings and staying updated with the latest advancements in technology. You will utilize your excellent communication skills to engage directly with clients and partners, providing essential technical support and assistance. The ideal candidate will interact with customers to address technical queries promptly while ensuring a superior customer service experience. This position presents a valuable opportunity to refine your customer relationship management and technical expertise related to our Rekor products, including our cloud-based multi-tenant applications.

Key Responsibilities

  • Manage customer interactions and respond to the technical support queue for effective ticket resolution.
  • Diagnose and troubleshoot AI-integrated edge devices and software across various customer scenarios and industries.
  • Deliver advanced technical support for incoming inquiries and issues concerning our software and hardware solutions.
  • Participate in an on-call rotation for after-hours device oversight.
  • Work independently and collaboratively with fellow Technical Support team members to gather pertinent information for issue diagnosis and resolution.
  • Engage with other Rekor cross-functional teams, including product management, engineering, RMA, and sales.
  • This role requires in-person presence in the office with some flexibility for hybrid work arrangements.

Qualifications and Educational Background

  • A Bachelor's Degree in Information Technology, Information Systems, Computer Engineering, Computer Science, or a related field is strongly preferred.
  • 2-5 years of experience in a technical support capacity, directly assisting end-user customers.
  • A strong attention to detail and a passion for learning and problem-solving.
  • Familiarity with Linux Terminal and Windows Command Prompt.
  • Basic understanding of networking, Docker containers, and system services.

Preferred Skills and Abilities

  • Exceptional interpersonal and communication skills, with the ability to engage with diverse personalities and manage sensitive situations under pressure.
  • Strong organizational and time-management capabilities, with the ability to juggle multiple tasks effectively.
  • Understanding of cloud to IoT client/embedded system interactions, including data serialization via JSON, is highly preferred.
  • Proficiency in Microsoft Office Suite.
  • Solid knowledge of large-scale cloud-based web applications.
  • Expertise in troubleshooting web applications.
  • Ability to perform word processing and maintain databases.
  • Capability to diagnose and resolve fundamental technical issues.

Physical Requirements

The physical demands outlined here represent those that must be met by an employee to successfully execute the essential functions of this role. The employee may occasionally need to sit, climb, balance, and perform actions such as stooping, kneeling, crouching, or crawling. The employee must be able to lift or move objects weighing up to 30 pounds. Specific vision abilities required for this position include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Rekor Systems Inc is committed to fostering a diverse and inclusive workplace. We do not discriminate against employees or applicants based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by law in all employment practices.