Smart Locker Support Specialist — On-site in Madison

LocknCharge; Madison (WI); On-site; USD 60,000 - 75,000; Full time

Job summary

LocknCharge in Madison, WI, is seeking a Smart Locker Support Specialist to be the primary contact for customers in the Americas. You will troubleshoot FUYL lockers, assist with configurations, and collaborate with the UK and Australia/New Zealand teams where time zones align.

You will also prepare equipment for shipping, support documentation, and help ensure smooth operations across regions. This role requires on-site presence in Madison and occasional travel.

Qualifications

• Two+ years in technical support, helpdesk or IT administration role.
• Experience with a help desk ticketing system and remote support (Teams).
• Working knowledge of DNS, DHCP, ports, Wi-Fi and network traffic.
• Methodical troubleshooting approach.
• Clear written and verbal communication with technical and non-technical customers.

Responsibilities

• Provide frontline support for Smart Locker customers via Zendesk, phone and email within SLAs.
• Troubleshoot FUYL Lockers and cloud platform, including hardware, firmware, network and identity provider integrations.
• Guide customers through configuration and fixes via email, remote sessions or phone.
• Escalate issues with clear reproduction steps and logs to engineering/product teams.
• Prepare equipment for shipping and trade shows; assist remotely with on-site work.
• Document ticket data for trend analysis and R&D.
• Update firmware and QA checks before dispatch.

Skills

Technical support

Help desk tools

Networking basics

Troubleshooting

Clear communication

Hardware handling

US Central hours

Job description

LocknCharge in Madison, WI, is seeking a Smart Locker Support Specialist to be the primary contact for customers in the Americas. You will troubleshoot FUYL lockers, assist with configurations, and collaborate with the UK and Australia/New Zealand teams where time zones align.

You will also prepare equipment for shipping, support documentation, and help ensure smooth operations across regions. This role requires on-site presence in Madison and occasional travel.