About Us

Be part of an exciting, well-funded startup changing the world of retail and beyond. RADAR’s mission is to revolutionize customer experience in retail through precise identification of inventory in the stores and distribution centers, completely transforming the in-store experience for employees and customers alike. RADAR's proprietary hardware and software platform combines RFID, Computer Vision and AI to provide hyper-precise, real-time location of every product and person in physical stores. This unprecedented capability enables some of the world’s top retailers to automate in-store inventory management, analytics, and checkout...and this is just the beginning of what we hope to accomplish together.

About The Job

We are seeking a dedicated IT Support Specialist with a strong background in Helpdesk and customer support to join our dynamic team. The ideal candidate will have solid technical expertise combined with the ability to communicate effectively with both technical and non-technical stakeholders. The IT Support Specialist at RADAR will partner with IT Engineering Teams and other departments outside of the Customer Support structure to deep-dive and find root causes to common issues affecting our customer or deployment strategies. This person is great at driving tasks, projects and issues to timely resolution, has a versatile background focusing mainly on external customers and teams however also working with internal customers. The candidate will also support RADAR’s employee onboarding/off-boarding process. The IT Support Specialist will work with external vendors to ensure Maintenance Dispatches have little impact to no impact to our customers. The appropriate candidate will be someone who thrives in collaborative environments, excels at tackling challenges independently, fosters process improvement and has a solid technical background. This is a hybrid role. 

Responsibilities:

In your first 30 days, you will:

• Review and digest training materials to understand the RADAR business model and our core values 
• Dive into videos and seminars to gain a better understanding of RADAR’s technology
• Visit RADAR offices to meet with team members and engage in debugging common issues 
• Learn about customer support structure
• Learn best practices and ticket-handling processes
• Develop a comprehensive understanding of RADAR support and Helpdesk protocols by reviewing playbooks and how-to guides
• Meet with strategic team members
• Train in-store to better understand how our technology works 
• Review all processes including escalations, maintenance dispatches and operations

In your first 60 days, you will:

• Independently provide support to customers through Jira and other ticketing tools
• Communicate with customers to guide them through resolutions
• Collaborate with engineering to escalate issues we are unable to resolve 
• Collaborate with your manager to produce reports for customers and internal stakeholders
• Participate in on-call rotation schedule
• Adhere to SLA agreements by responding promptly to customers
• Begin owning dispatch process including scheduling with vendor and customers 
• Collaborate with Hardware team to ensure RMA equipment is being received and tested
• Resolve complex problems and troubleshoot by referring to related tickets and documentation 
• Begin creating/editing documentation for troubleshooting  
• Collaborate with HR and our MSP to onboard/offboard employees
• Become familiar with internal device management software and make sure inventory is up-to-date

In your first 90 days, you will:

• Successfully resolve complex problems using acquired knowledge
• Efficiently escalate tickets to L2 and L3 tier teams when appropriate
• Collaborate with Customer’s Support Team to resolve issues related to their environment
• Successfully use monitoring tools and have a solid understand of appliance logs 
• Identify processes that can be automated
• Begin automating processes in Jira to increase efficiency
• Manage, escalate, and drive resolution of IT issues through service desk management tools, ensuring adherence to SLAs.

About You

Required:

• You have 5+ years Helpdesk/ Customer Support experience 
• You are capable of explaining technical issues to non-technical audiences
• You are able to work independently
• You are able to work in a fast-paced environment while exhibiting a strong attention to detail
• You have experience using service desk management software to track support requests, monitor KPIs, and enhance performance.
• You have the ability to evaluate, escalate and drive issues to resolution 
• You have previous retail experience 
• You have strong problem-solving and organizational skills and the ability to think creatively to find solutions to complex issues
• You work well under pressure and manage multiple priorities
• You are flexible and able to work additional hours, as necessary
• You are able to write reports, business correspondence, and procedure manuals.
• You have an analytical mindset with the ability to analyze data, identify trends and make data-driven decisions.
• You have intermediate knowledge of Linux 
• You have intermediate Network knowledge 
• You have strong verbal and written communication skills
• You have strong knowledge of terminal, CMD, SSH and Telnet 
• You are proficient in Windows and Mac Operating Systems 
• You are familiar with cloud services such as Google Workspace and GCPW is highly desirable.

Preferred:

• You are able to script using Linux 
• You have knowledge of API Integration across business platforms 
• You have advanced knowledge of Jira Service Management Desk 
• You have experience using Retool or other automation tools

At RADAR, your base pay is one part of your total compensation package. The expected base salary range for this position is $75,000.00- $130,000.00. Individual pay is determined by work location and additional factors,  including job-related skills, experience and relevant education or training.You will also be eligible to receive other benefits including: equity, comprehensive medical and dental coverage, life and disability benefits, 401k plan,  flexible time off, and paid parental leave. The pay range listed for this position is a good faith and reasonable estimate of the range of possible base compensation at the time of posting. 

Research has shown that women & underrepresented minorities are more likely to read lists of requirements and consider themselves unqualified if they don't meet every single one. This list represents what we're ideally looking for, but everyone has unique strengths & weaknesses, and we hire for strength & potential, not lack of weakness.

What We're Looking For In Teammates

Technology like what we’re building doesn’t happen on its own. It is the result of a collaborative environment and the hard work of passionate, dedicated individuals working intelligently towards a common goal. We are looking for exceptional people to join our growing team and have a positive impact on our culture, technology, and product from day one. We deeply value humility, curiosity, and a positive attitude and you should as well. You should also believe that mutual respect is the foundation of any healthy and productive relationship. You should be unafraid to ask questions or challenge responses no matter how simple or complex. Most importantly, you should value honest and direct communication as you recognize that this is the best way for any individual or team to continuously learn and grow. Accomplishing our collective goals will be fun but it will also be hard; you should be in pursuit of an ongoing and rewarding challenge!

What It’s Like To Work With Us

We’re passionate about the technology we’ve created and what we’re building, but we know that changing any industry and creating a successful company will take balance, maturity, and a sustained effort. We’ve combined retail industry expertise, amazing engineers with experience shipping real-world hardware solutions, and a team of brilliant minds who are not afraid to focus on solving “impossible” problems. But this passion doesn’t mean we live unbalanced lives. We have families and passions outside of work, and we know that the best work comes from sharp, rested people. We respect each other and each of our contributions, and we believe that the best solutions will come from a diversity of ideas and perspectives.

Finally, we build our products with deep empathy for the people who will use them every day. Their input and insights are our clearest guide to building what they need; we respect our partners and clients, and listen closely to their feedback.