Technical Support Analyst

2 weeks 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 gaining in-depth knowledge of our offerings and staying updated with the latest advancements in technology. You will utilize your excellent communication abilities to assist clients and partners by providing technical support and guidance. The ideal candidate will engage directly with customers to address technical queries promptly while ensuring a superior customer service experience. This position offers a valuable opportunity to develop and refine your customer relationship management and technical skills related to our innovative products, including cloud-based multi-tenant applications.

Key Responsibilities

  • Manage customer interactions and address inquiries in the technical support queue for effective ticket resolution.
  • Diagnose and troubleshoot AI-integrated edge devices and software via cellular connections across diverse customer sectors.
  • Deliver advanced technical support for incoming issues related to our software and hardware solutions.
  • Participate in an on-call rotation for after-hours monitoring of devices.
  • Work autonomously and collaboratively with fellow support team members to gather pertinent information for issue diagnosis and resolution.
  • Engage with various Rekor cross-functional teams, including product management, engineering, and sales.
  • This role requires in-person attendance at the office with some flexibility for hybrid work arrangements.

Qualifications and Educational Background

  • A Bachelor's Degree in Information Technology, Computer Science, Computer Engineering, or a related field is strongly preferred.
  • 2-5 years of experience in a technical support capacity directly interacting with end users.
  • 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 Attributes

  • Exceptional interpersonal and communication skills, with the ability to engage with diverse personalities and manage sensitive situations effectively.
  • Strong organizational and time-management capabilities, adept at handling multiple tasks concurrently.
  • Familiarity with cloud to IoT client/embedded system interactions, particularly data serialization via JSON, is highly desirable.
  • Proficient in Microsoft Office Suite.
  • Solid understanding of large-scale cloud-based web applications and troubleshooting methodologies.
  • Ability to perform data processing and database maintenance tasks.
  • Capable of diagnosing and resolving fundamental technical issues.

Physical Requirements

The physical demands outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this role. The employee may occasionally need to sit, climb, balance, or perform other physical activities. The role may require lifting or moving objects weighing up to 30 pounds. Specific vision abilities required 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.

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