Support Operations Specialist

Embrava; New York (NY); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off (vacation, personal, and

Sick days

Job summary

Embrava is seeking a Support Operations Specialist to own the resolution of technical issues across hardware and software products. You’ll be the main contact when something isn’t working, troubleshooting device, firmware, and platform issues, and looping in Engineering and Product when a fix needs to go deeper.

This role requires 3–5 years in technical support, excellent communication, and a knack for building scalable support processes as Embrava grows across the US, UK, and Australia.

Qualifications

• 3–5 years of experience in technical support or related role (hardware+software).
• Strong troubleshooting and diagnostic skills with ability to learn new tools quickly.
• Excellent written and verbal communication with non-technical customers.

Responsibilities

• Serve as first point of contact for inquiries via email, chat, and phone; troubleshoot hardware, firmware, and platform issues.
• Diagnose and resolve issues; escalate to Engineering/Product when needed.
• Manage tickets within SLA and keep customers informed throughout the process.
• Support onboarding and commissioning for new customers, including device setup and integration troubleshooting.
• Build and maintain internal and customer-facing documentation and knowledge base content.
• Track support metrics and identify recurring issues to inform product and process improvements.
• Act as a technical liaison between customers and Engineering/Product; feed back usage and defect trends.

Skills

Technical support

Troubleshooting

Customer communication

Ticketing systems

Tools

Zendesk

Intercom

Freshdesk

Job description

Embrava connects digital systems with the physical environments where people spend their time, making information visible and actionable the moment it matters. Through products including Blynclight, Desk Sign, Room Sign, and Any Sign, we support more than 15,000 customers across 32 countries from our offices in the US, UK, and Australia. As we continue to grow, we're looking for an experienced Support Operations Specialist to be the front line of technical support for our customers.

The Role

We're looking for a Support Operations Specialist to own the resolution of technical issues across Embrava's hardware and software products. You'll be the main point of contact when something isn't working, troubleshooting device, firmware, and platform issues, and looping in Engineering and Product when a fix needs to go deeper. This is a role for someone who's equal parts patient with customers and sharp with technical detail, and who wants to help build the support function as Embrava scales.

What You'll Do

• Serve as the first point of contact for customer support inquiries across email, chat, and phone, troubleshooting hardware, firmware, and platform issues
• Diagnose and resolve technical issues related to Blynclight, Desk Sign, Room Sign, and Any Sign, escalating to Engineering or Product when needed
• Manage and resolve tickets within SLA using our support/ticketing system, keeping customers informed throughout
• Support onboarding and commissioning for new customers, including device setup, configuration, and integration troubleshooting
• Build and maintain internal and customer-facing documentation, including troubleshooting guides, FAQs, and knowledge base content
• Track support metrics (response time, resolution rate, CSAT) and identify recurring issues to inform product and process improvements
• Act as a technical liaison between customers and Engineering/Product, feeding back real-world usage patterns and defect trends

What We're Looking For

• 3-5 years of experience in technical support, customer support engineering, or a related role, ideally with hardware and software products
• Strong troubleshooting and diagnostic skills, with comfort learning new tools and systems quickly
• Excellent written and verbal communication skills, with the ability to explain technical issues to non-technical customers
• Experience working within a ticketing system (e.g., Zendesk, Intercom, Freshdesk) and meeting SLA-based response times
• Ability to manage multiple priorities independently in a fast-paced, growing environment
• Comfort working cross-functionally with Engineering and Product to drive issues to resolution

Nice to Have

• Experience supporting IoT, connected hardware, or workplace/building technology products
• Familiarity with APIs, basic networking, or device firmware/configuration
• Experience building or improving support workflows, playbooks, or documentation from scratch
• Background in a B2B SaaS or hardware-plus-software company

What We Offer

Total compensation up to $110,000

Your earnings grow with your impact. The starting base salary for this role is $80,000-$100,000, based on your skills, experience, and education. Through annual performance bonuses and pay increases, strong performers can reach up to $110,000 in total compensation. Bonuses are pro-rated in your first year based on when you join.

• Comprehensive medical, dental, and vision coverage, plus PTO covering vacation, personal, holiday, and sick days
• 100% paid parental leave, along with 401(k) and professional development support (including complimentary LinkedIn Learning access)
• An entrepreneurial, low-hierarchy environment with visibility to the leadership team and a real voice in how our systems get built
• A fast-growing company where you can grow quickly alongside it, with clear paths to take on more scope as you deliver