Technical Support Specialist

Overview

At Sensera Systems (www.SenseraSystems.com) we are leading a revolution in the

multi-trillion dollar construction market to improve efficiency, profits, and safety. Our

growing set of construction automation and site security solutions include

solar / wireless cameras and remote monitoring systems. We have over 2,000

customers and are a rapidly growing start-up company. Sensera Systems is well

positioned to achieve our target of 10x growth over the next few years. Our patented

hardware / cloud platform sits at the intersection of important trends in wireless

4G / LTE), IoT, cloud, solar, and SaaS.

GENERAL SUMMARY :

Sensera Systems is seeking a full-time Technical Support Specialist to play a pivotal role in

delivering exceptional customer experiences. This position involves Tier I and once trained,

Tier II technical support activities including hardware, software, network, and cellular

connectivity. You will respond to customer and partner technical inquiries via multiple channels

including email, phone, and CRM case queues. This role requires providing technical

expertise, resolving issues promptly and accurately, and ensuring high customer satisfaction

through effective communication and coordination across departments.

PRIMARY RESPONSIBILITIES :

Identify, troubleshoot, research, diagnose, and resolve technical issues related to

hardware, software, network, and cellular service / connectivity.

• Support meeting team metrics for first response time and case resolution.
• Interface directly with customers to ensure prompt resolution of issues and deliver

superior customer experiences.

Maintain accurate records in the ticketing system (Salesforce CRM) and customer

account records.

• Collaborate with internal teams to address and resolve technical problems effectively.
• Manage customer expectations and ensure issues are resolved within established

timelines.

• Guide customers on problem-solving methods and promote best practices.
• Assist with hardware returns and setup of replacement units as needed.
• Stay current on all Sensera Systems solutions and contribute to ongoing process

improvements.

• Once trained, conduct and lead personalized onboarding training for new clients.
• Create and optimize Knowledge Base documentation and response templates.

REQUIRED SKILLS / QUALIFICATIONS :

• Bachelor's degree or equivalent combination of education and experience.
• Minimum 3-5 years in a technical support role, preferably in hardware and SaaS

environments.

Proficiency in Windows, Apple operating systems, Android, iOS devices, and popular

browsers.

• Excellent communication skills (verbal and written) with strong attention to detail.
• Ability to manage multiple tasks in a fast-paced environment and prioritize effectively.
• Self-motivated with a passion for learning and customer success.
• Familiarity with B2B organizations and customer support best practices.

OTHER POSITION DETAILS :

• Full-time (40 hours / week), long-term opportunity.
• Hybrid work model (3 days in-office, 2 days remote), based in Golden, CO.
• Reports to Manager of Tech Support team.
• Salary range : $60,000 - $70,000 per year.
• Comprehensive benefits package including medical, dental, vision, life insurance,

disability, paid holidays, PTO, and 401k matching.

COMPANY CULTURE :

At Sensera Systems, we value innovation, dedication, and a customer-first approach. We

believe in fostering a supportive and inclusive work environment where every team member

can thrive. Join us in our mission to transform the construction industry with cutting-edge

technology.