TECHNICAL SUPPORT SPECIALIST

ReconaSense, Inc.; Indiana; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Semi-Annual Bonus Plan

401K, up to 4% Company Match

Company Subsidized Medical

Company Paid Dental

Company Paid Vision

Company Paid Long and Short-Term DIS

Job summary

ReconaSense, Inc. is seeking a Technical Support Specialist to join a customer support team in the US. The role involves in-depth technical assistance, issue tracking, and problem resolution for access control software and related infrastructure.

The ideal candidate will have extensive experience in security systems, Windows servers, and SQL databases, with strong communication skills and willingness to travel as needed.

Qualifications

• 5+ years supporting access control software.
• 3+ years troubleshooting software products.
• 10+ years experience in customer service.
• 10+ years of electronic security field experience with dealers, system users and integration partners.

Responsibilities

• Provide in-depth technical assistance for internal and external customers.
• Capture and track customer issues and maintain ownership until closure.
• Manage issue resolution against defined service level goals.
• Route and escalate technical issues as needed.
• Investigate complex issues and resolve customer requests.
• Support Windows server, networks and computing infrastructure.
• Test and evaluate new software builds and integrations.
• Ensure compliance with standard IT solutions and security practices.
• Share proactive technical communications and knowledge base updates.

Skills

Customer service

Technical debugging

Strong communication

Tools

Microsoft SQL

Mercury hardware

Video platforms

Windows Server

VPNs / Firewalls

Job description

ReconaSense has a phenomenal opportunity for a Technical Support Specialist. This position will work as part of a customer support team in supporting ReconaSense customers.

This position is in Austin, TX however a remote position will be considered for the right candidate.

Preferred Experience & Skills

Provide in-depth technical assistance for internal and external customers, facilitating the investigation, identification, root cause analysis, and resolution of complex technical issues; Areas will include factors relating to configuration, installation, environmental and application functionality, as well as other potential causes

• Capture and track customer issues.
• Maintain ownership of technical issues through closure.
• Manage issue resolution against identified service level goals.

Routing and escalation of technical issues

Deeper investigation of complex technical issues and resolution of customer requests

Microsoft SQL database administration experience including the ability to merge/convert SQL databases

Assist with providing support documentation

Proactively supply technical communications to customers as available

Knowledge capture of technical issue resolutions for re-use

Support Windows server, network and computing infrastructure, multi-domain networks – housekeeping tasks and daily checks

Firm understanding of PC hardware and operating software

Ensure ongoing compliance with agreed standard IT solutions and related security practices

Experience with cyber security and cloud computing software is a plus

Testing/evaluating new software builds and integrated components

Comprehensive knowledge of networking and commissioning (setup, testing, diagnosing issues, VPNs, firewalls, etc.)

Preferred candidates will have strong access control experience with Mercury hardware, along with various video platforms, intrusion systems, and locking hardware

Support Special project needs as requested.

Willingness to travel when/as needed (maybe 10%)

Experience

5+ year business experience with a demonstrated, successful track record of supporting access control software

3+ years of experience troubleshooting Software products

10+ years experience in customer service

10+ years of electronic security field experience along with working with dealers, system users, and integration partners

Extra Requirements

Strong organizational skills

Highly proficient with all Microsoft Office

Strong communication skills, both verbal and written

Active security clearance or ability to obtain one

Benefits

• Salary – based on experience
• Semi-Annual Bonus Plan
• 401K, up to 4% Company Match
• Company Subsidized Medical
• Company Paid Dental
• Company Paid Vision
• Company Paid Long and Short-Term Disability