Technical Account Specialist - West Coast Remote

Key Responsibilities:

• Review, triage, and resolve customer support tickets in accordance with defined SLAs.
• Troubleshoot system health issues related to gateways, nodes, buttons, connectivity, and console performance.
• Document issues, root cause, and resolution clearly in the ticketing system.

Onsite Technical Support (Non-Install):

• Serve as an onsite technical resource for troubleshooting and validation when remote resolution is insufficient.
• Perform system health checks, diagnostics, and verification of existing infrastructure.
• Support go-lives and post–go-live stabilization from a support and validation perspective.

Cross-Functional Collaboration:

• Partner with Field Services to hand off issues requiring physical remediation or infrastructure changes.
• Work with Customer Success and Implementation to support customer confidence and system stability.
• Collaborate with Engineering and Product Operations on root cause analysis and long-term fixes.

Qualifications:

• 3–5 years of experience in technical customer support, field support, or technical services.
• Experience supporting hardware-enabled or networked systems (IoT, RTLS, or SaaS environments preferred).
• Strong troubleshooting skills across hardware, software, and connectivity issues.