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Technical Support Analyst

2 months ago

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

Position Summary

We are in search of a motivated and technically proficient Product Support Specialist to enhance our dedicated team. This role involves acquiring in-depth knowledge of our offerings and staying updated with the latest advancements in technology. You will utilize your strong communication abilities to engage directly with clients and partners, delivering technical support and assistance. The ideal candidate will interact with customers to address technical queries promptly while ensuring an outstanding customer service experience. This position offers a valuable opportunity to refine your customer relationship management and technical skills 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 efficient ticket resolution.
  • Diagnose and troubleshoot AI-integrated edge devices and software over cellular networks for diverse clients, industries, and applications.
  • Offer advanced technical support for incoming inquiries and issues concerning our software and hardware solutions.
  • Participate in an on-call rotation for after-hours device monitoring.
  • Work both independently and collaboratively with fellow Technical Support team members to gather pertinent information for diagnosing issues and resolving customer challenges.
  • Coordinate with various Rekor cross-functional teams, including product management, engineering, RMA, and sales.
  • This role requires in-person attendance 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 engaging with end-user customers.
  • Strong attention to detail coupled with a passion for learning and problem-solving.
  • Proficiency in navigating Linux Terminal and Windows Command Prompt.
  • Basic understanding of networking, Docker containers, and system services.

Preferred Skills and Abilities

  • Excellent interpersonal and communication skills, with the ability to engage with diverse personalities and de-escalate sensitive situations under pressure.
  • Strong organizational and time-management capabilities, with the ability to manage multiple tasks simultaneously.
  • Familiarity with cloud to IoT client/embedded system interactions, including data serialization via JSON, is highly desirable.
  • Proficiency in Microsoft Office Suite.
  • Solid understanding 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 be required to sit, climb, balance, and perform actions such as stooping, kneeling, crouching, or crawling. The employee must occasionally 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 maintaining a workplace free from discrimination and harassment 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. Our Executive Leadership Team is dedicated to the principles of equal employment opportunity and affirmative action, supporting the successful implementation of the Company's Affirmative Action Programs.