Senior Technical Support Specialist

SecuraStock; Beachwood (OH); On-site; USD 59,000 - 72,000; Full time

Job summary

SecuraStock is seeking a Senior Technical Support Specialist to deliver advanced technical support to customers across North America and act as a senior resource within the Technical Support team.

The role blends troubleshooting, customer service, field visits, and mentoring for other technicians. Strong communication and a hands-on, problem-solving mindset are essential for success in this position.

Qualifications

• 3-5 years of technical support, field service, maintenance, installation, or troubleshooting experience.
• Experience providing customer support by phone and remote access.
• Experience installing, servicing, or troubleshooting industrial or electromechanical equipment is preferred.
• Previous experience mentoring, training, or assisting other technical personnel is preferred.

Responsibilities

• Provide advanced technical support via phone, email, remote access, and on-site visits.
• Troubleshoot hardware, software, networking, connectivity, and machine operation issues.
• Serve as a technical resource for other Technical Support team members.
• Assist with customer installations, commissioning, upgrades, repairs, and system configuration.
• Support machine setup, software configuration, and network connectivity.
• Assist in training and mentoring Technical Support personnel.
• Document customer issues, resolutions, and service activities.
• Develop and maintain troubleshooting guides and technical documentation.
• Work closely with Engineering, Manufacturing, Sales, and Operations to resolve customer and product issues.
• Identify recurring issues and recommend product, service, and process improvements based on field experience.

Skills

Windows OS

TCP/IP

Network troubleshooting

Customer service

Documentation

Mentoring

Multi-tasking

Effective communication

Field service

Education

Associate Degree (Electrical/Electronics/IT)

Tools

MS Office

Remote access software

ERP/Inventory systems

Industrial hardware/tools

Job description

Reports To: Director, Business Intelligence & Controls and/or Chief Operating Officer

Starting Rate: $65,000

Position Summary

Securastock is seeking a hands-on Senior Technical Support Specialist to provide advanced technical support to customers throughout North America and serve as a senior technical resource within the Technical Support team.

This position combines advanced troubleshooting, customer support, field service, and technical mentoring. The successful candidate will support customers by phone, email, remote access, and on-site visits while assisting other support technicians with complex issues and helping improve troubleshooting methods, documentation, and support processes.

The ideal candidate has a strong technical background, enjoys solving problems, communicates effectively with customers and coworkers, and is committed to delivering exceptional customer service.

Primary Responsibilities

• Provide advanced technical support via phone, email, remote access, and on-site visits.
• Troubleshoot hardware, software, networking, connectivity, and machine operation issues.
• Serve as a technical resource for other Technical Support team members.
• Assist with customer installations, commissioning, upgrades, repairs, and system configuration.
• Support machine setup, software configuration, and network connectivity.
• Assist in training and mentoring Technical Support personnel.
• Document customer issues, resolutions, and service activities.
• Develop and maintain troubleshooting guides and technical documentation.
• Work closely with Engineering, Manufacturing, Sales, and Operations to resolve customer and product issues.
• Identify recurring issues and recommend product, service, and process improvements based on field experience.

Qualifications

Education

Associate Degree in Electrical Engineering Technology, Electronics Technology, Computer Technology, Information Technology, Industrial Technology, or an equivalent combination of education and relevant technical experience.

Experience

• 3-5 years of technical support, field service, maintenance, installation, or troubleshooting experience.
• Experience providing customer support by phone and remote access.
• Experience installing, servicing, or troubleshooting industrial or electromechanical equipment is preferred.
• Previous experience mentoring, training, or assisting other technical personnel is preferred.

Technical Skills

Experience with many of the following technologies is preferred:

• Windows operating systems
• Ethernet, Wi-Fi, TCP/IP, and static IP configuration
• Network connectivity and basic network troubleshooting
• Industrial computers and touch-screen monitors
• Barcode scanners and mobile devices
• RFID readers and electronic access control
• Cameras and video systems
• Power supplies, batteries, and basic electrical troubleshooting
• Remote support software
• Microsoft Office
• ERP or inventory management systems
• Excellent customer service and communication skills
• Strong technical troubleshooting and analytical abilities
• Ability to diagnose problems systematically and identify root causes
• Organized and detail-oriented
• Ability to mentor and assist other technical personnel
• Ability to manage multiple priorities in a fast-paced environment
• Self-motivated with a willingness to learn new products and technologies
• Ability to work effectively across Engineering, Manufacturing, Sales, and Operations

Physical & Travel Requirements

• Ability to lift up to 50 pounds.
• Ability to travel approximately 15-25% for customer installations, commissioning, training, and service.
• Valid driver's license.

About Securastock

Securastock designs and manufactures intelligent inventory management systems used by industrial organizations throughout North America. Our solutions integrate industrial hardware, cloud-based software, networking, scanners, cameras, access control, and inventory management technologies to improve inventory visibility, accuracy, accountability, and operational efficiency.

As a Senior Technical Support Specialist, you will play an important role in supporting Securastock customers, resolving complex technical issues, assisting other members of the Technical Support team, and contributing to the continued improvement of our products and customer support capabilities.