Product Support Specialist

Job Description

Job Description

Position Summary

We are seeking an ambitious and highly technically savvy Technical Support Specialist to join our growing team. You will learn how our products function and pick up on the industry's latest technologies, leveraging strong communication skills and working directly with our clients and partners to provide technical assistance and customer support.

The ideal individual will directly work with customers to resolve technical inquiries on the spot while delivering exceptional customer service experience.

Great opportunity to build on and enhance your customer relations management and technical skills related to our Rekor products including our cloud-hosted multi-tenant applications.

Role and Responsibilities

• Responsible for working with customers and responding to technical support queue for ticket resolution.
• Troubleshoot AI-embedded edge devices and software over cellular connections for various customers, industries and use cases.
• Provide advanced technical assistance and support for incoming queries and issues related to our software and hardware products.
• On-call rotation for after-hours device monitoring.
• Be able to work both independently and in collaboration with fellow Technical Support team members in gathering relevant information to diagnose issues and solving customer questions and challenges.
• Communicate with other Rekor cross-functional teams including product management, engineering, RMA, and sales.
• Role is required 4 days in person in MD office with some hybrid flexibility.

Qualifications and Education Requirements

• Bachelor’s Degree in Information Technology, Information Systems, Computer Engineering, Computer Science or other relevant field strongly preferred
• 2-5 years of experience in a technical support role working directly with the end user customer
• Keen attention to detail and passion for learning and problem-solving
• Comfortable working through Linux Terminal and Windows Command Prompt
• Basic knowledge of networking, docker containers, system services

Preferred Knowledge, Skills and Abilities

• Strong interpersonal and communication skills and ability to interact with varying personalities and defuse sensitive situations under pressure.
• Strong organizational and time-management skills, including the ability to handle multiple tasks simultaneously.
• Understanding of cloud to IoT Client / embedded system interactions including data serialization via JSON strongly preferred.
• Proficiency with Microsoft Office Suite.
• Proficient knowledge of large scale cloud-based web applications.
• Proficient knowledge of web application troubleshooting.
• Ability to perform word processing and database maintenance.
• Ability to diagnose and resolve basic technical issues.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift or move objects weighing up to 30 pounds.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus .

It is the policy of Rekor Systems not to discriminate or allow the harassment of employees or applicants on the basis of 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.

Rekor Systems' Executive Leadership Team is fully committed to the principles of equal employment opportunity and affirmative action and support the successful implementation of the Company's Affirmative Action Programs.