Technical Support Representative

Bradycorp; Pittsburgh (Allegheny County); On-site; USD 50,000 - 70,000; Full time

Job summary

Bradycorp in Cranberry Township, PA, is seeking a Technical Support Representative to support automated laser engraving and pin marking systems. This on-site role focuses on advanced product support and ensuring customer satisfaction for our Engraving Solutions business, across Brady and Gravotech brands.

You will handle case management via phone, email, and chat, document interactions, and escalate complex issues to field service.

Qualifications

• Experience in high‑level technical product support for engraving systems.
• Proven ability to document interactions and manage cases.
• Strong customer relations and communication skills.
• Willingness to travel for training and field work.

Responsibilities

• Serve as the first level of support for customers via phone, email, and chat; document interactions and escalate complex cases to field service.
• Provide high‑quality technical customer support across engraving products and services.
• Utilize remote desktop tools and test equipment to isolate hardware, software, and system issues.
• Work to resolve cases through their lifecycle with a goal of high closure efficiency.
• Maintain professionalism with customers, distributors, and internal teams.
• Ensure accuracy and timeliness of support while staying updated on technology.
• Travel may be required for training purposes or as the business requires.

Skills

Technical support

Remote diagnostics

Customer service

Case management

Field service

Tools

Remote desktop tools

Multimeters

Job description

Our Pittsburgh office, located in Cranberry Township, PA, is looking for a Technical Support Representative to join our Engraving Solutions business, which sells through our Brady and Gravotech brands.

This role is pivotal in driving technical excellence. You will provide advanced product support for automated laser engraving and pin marking systems while ensuring a high level of customer satisfaction.

This is not an IT help desk role – you will be supporting external customers through phone, email, and case management systems.

This is an on-site role at our location in Cranberry Township, PA.

• Case Handling: Serve as the first level of support for customers experiencing highly technical problems via phone, email, and chat; accurately document interactions and **escalate** complex cases to the field service team.
• Technical Support: Provide high-quality technical customer support across our products and services.
• Remote Diagnostics & Testing: Utilize remote desktop tools and electrical test equipment (e.g. multimeters) to isolate hardware, software, and system issues efficiently.
• Case Resolution: Work diligently to resolve cases throughout their lifecycle with a goal of closing 90% of all received cases.
• Customer Relations: Maintain a superior level of professionalism with customers, distributors, and internal teams to build positive, long-term rapport.
• Quality Assurance: Ensure all support is delivered with accuracy and timeliness, staying updated on technological developments to meet both customer needs and core business goals.
• Field Service: Travel may be required for training purposes or as the business requires.