Technical Support Specialist focusing on design - related support for customers in a web app and SaaS environment. Collaborating with internal teams to enhance product adoption and customer experience.
About the role
- Technical Support Engineer at Rhombus developing solutions for customer specifications and supporting integrated security systems. Collaborating with Sales, Engineering, and Product teams for customer needs.
Responsibilities
- Implement new feature requests for customers by configuring cameras, sensors, and access control hardware.
- Collaborate with clients and Rhombus Engineering teams to resolve product or system issues, including network connectivity, firmware, and integrations.
- Provide regular issue and trend reporting to help internal teams understand recurring customer challenges and drive product improvements.
- Analyze support processes and recommend strategies to reduce common issues, improve installation success rates, and streamline customer onboarding.
- Troubleshoot system and customer issues to validate product or service defects by reproducing behavior to isolate root causes.
- Support new product launches, by tracking early bugs and providing detailed feedback to Product Management teams.
- Develop support tracking metrics to demonstrate common customer challenges and strengthen feedback loops between internal teams.
Requirements
- 2–4 years of technical or IT support experience, ideally with hardware, IoT, or security products.
- Experience with ticketing systems (Zendesk) and managing a high volume of technical inquiries.
- Previous experience working with or supporting SaaS products, especially with device management platforms.
- Comfortable learning new tools and configuring cloud-managed devices or systems.
- Strong networking fundamentals, including VLANs, PoE, firewall rules, and basic troubleshooting.
- Excellent communication skills with customers via phone, email, and remote support.
- Familiarity with access control is preferred — door controllers, readers, wiring, relays, and basic locking hardware behavior.
- Knowledge of RESTful web services (Postman) for debugging or automation tasks.
- Experience with Python, HTML/JavaScript is a plus.
Benefits
- Competitive Salary & Equity Options
- Flexible Schedule & Paid-Time Off
- Excellent Healthcare Coverage
- Generous Family Leave Policy
- WFH & Workspace Supplies
- Career Growth & Professional Development
- Dog-Friendly Office & Pet Insurance
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