Technical Support Specialist
Imbox Protection
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Benefits offered by this job
Job summary
Qualifications
- Experience in technical troubleshooting or field service support.
- Hands-on experience with mechanical and technical equipment.
- Ability to work independently while being team-oriented.
- Strong problem-solving and diagnostic skills.
- Ability to guide others through technical troubleshooting remotely.
- Clear communication with technical and non-technical stakeholders.
Responsibilities
- Act as the primary point for technical troubleshooting across the machine fleet.
- Diagnose and resolve issues remotely whenever possible.
- Guide service providers through technical resolutions.
- Maintain strong technical knowledge of the machine.
- Coordinate with warehouse, providers, and internal teams on deliveries, installations, and repairs.
- Maintain knowledge of the IMBOX flagship unit and its troubleshooting.
- Assist with testing software updates when needed.
- Identify recurring issues and contribute to continuous improvement.
Skills
Job description
IMBOX Protection is seeking a Technical Sales Specialist to support their rapid growth in the US. Founded in Denmark in 2011, IMBOX is redefining footwear protection through the world’s only in‑store footwear protection solution. With over 200 million treatments performed globally, they’re trusted by top retailers like DSW, Snipes, Foot Locker, and Famous Footwear. IMBOX’s environmentally friendly treatment is a growth driver and places any shoe retailer at a competitive advantage. As their installed base continues to expand, maintaining high machine uptime and strong technical support is critical to the success of their retail partners. To learn more, visit IMBOXProtection.com or check out this short intro video.
As a Technical Support Specialist, you will act as the technical bridge between IMBOX’s warehouse, service providers, and internal teams. Your primary focus will be remote troubleshooting, technical coordination, and service partner enablement to ensure machines remain operational, issues are resolved efficiently, and service disruptions are minimized. This is a hands‑on, high‑impact role where you won’t just react to technical issues; you’ll actively contribute to improving service processes, documentation, and overall fleet performance. This role reports directly to the Head of Operations and is based at IMBOX’s US HQ in Chicago, IL.
- Serve as the primary point of contact for technical troubleshooting across the IMBOX machine fleet
- Diagnose and resolve machine issues remotely whenever possible
- Guide service providers and store teams through technical resolutions to reduce unnecessary service dispatches
- Support service technicians during complex service visits and assist with onboarding and training
- Coordinate closely with the warehouse, service providers, and internal teams on machine deliveries, installations, and repairs
- Maintain strong technical knowledge of the IMBOX flagship unit, including independent assembly and troubleshooting
- Assist with local testing of new software updates when needed
- Identify recurring technical issues and contribute to continuous improvement initiatives
- Support quality control processes and improve technical documentation and training materials
- Communicate clearly with internal teams, service partners, and retail partners via phone and email
- Escalate complex technical issues to the Technical Manager when necessary
- Experience in technical troubleshooting, field service support, or a similar technical role
- Hands‑on experience working with mechanical and/or technical equipment
- Experience supporting external partners, service providers, or technicians
- Strong problem‑solving skills and diagnostic skills
- Ability to guide others through technical troubleshooting remotely
- Electrical and/or software knowledge is a big plus
- Clear communication skills with both technical and non‑technical stakeholders
- A curious and hands‑on mindset
- Comfortable working independently while contributing to a team environment
- Structured, detail‑oriented, and service‑minded
- Calm and solution‑oriented under pressure
- Willingness to travel occasionally for technician training, complex installations, or HQ visits (up to ~50 days/year)
At IMBOX, they support a growth mindset for their employees through all stages of their careers. If you meet some of the requirements and you share their values, we encourage you to apply. As part of their ongoing commitment to a diverse and inclusive workplace, they’re invested in building teams with a wide variety of backgrounds, identities, and experiences.
- The opportunity to join a truly innovative company, where every voice matters
- High ownership and visibility in a fast‑growing international company
- Competitive compensation and excellent benefits package, including:
- 20 days of PTO + US federal holidays
- 401(k) with 6% match
- Health insurance
- Standard 40h work week with flexible scheduling options
- Access to Life Time Fitness gyms nationwide
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