Hybrid Technical Support Associate

Posted 2 months ago

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About the role

  • Interact with and support customers, partners, and field service engineers for Evolv Express weapon detection systems and analytics portal
  • Diagnose and resolve technical issues; implement solutions addressing root causes
  • Use Service Cloud or similar platforms to manage and document support tickets and issue tracking
  • Assist with scheduled remote system upgrades and maintenance
  • Escalate complex issues and collaborate with internal teams for troubleshooting
  • Support integrations with third-party security applications and platforms
  • Maintain detailed records of customer interactions and technical resolutions in Evolv Service and Support Platform
  • Report to Technical Support Manager and contribute to team culture of trust and collaboration
  • Participate in training, onboarding, and continuous learning to improve service delivery

Requirements

  • Technical expertise in troubleshooting and diagnostics
  • Experience using Service Cloud or similar service platforms
  • Ability to accurately diagnose and resolve technical issues in real-time
  • Strong written and verbal communication skills to explain complex technical concepts
  • Customer service and relationship management skills
  • Detail-oriented documentation and record keeping skills
  • Ability to follow through and adapt in fast-paced environments
  • Growth mindset and willingness to learn new technologies
  • Adherence to ethics, compliance, and company policies
  • Ability to work Monday–Friday 2pm–10pm shift; onsite training first 30–45 days
  • Eligibility to work in the United States (E-Verify)

Benefits

  • Equity as part of your total compensation package
  • Medical, dental, and vision insurance
  • Flexible Spending Accounts (FSA)
  • 401(k) plan (2% company match)
  • Flexible Paid Time Off (PTO)
  • Quarterly stipend for perks and benefits
  • Tuition reimbursement
  • Subscription to Calm
  • Inclusive workplace and equal opportunity employer
  • Reasonable accommodation for applicants (contact [email protected])
  • Participation in E-Verify for employment

Job title

Technical Support Associate

Job type

Experience level

JuniorMid level

Salary

$24 - $26 per hour

Degree requirement

No Education Requirement

Tech skills

Location requirements

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