Radar · 9 hours ago
Senior Technical Specialist, Retail Systems
New York, NY
Full-time
Onsite
Mid, Senior Level
$40/hr - $55/hr
3+ years expRADAR is a company transforming the way the world thinks about physical retail through innovative technology. They are seeking a Senior Technical Specialist for Retail Systems to provide technical support, troubleshoot issues, and enhance customer satisfaction in collaboration with cross-functional teams.
Fraud DetectionLocation Based ServicesSoftware
Responsibilities
Serve as a primary point of contact for store-related technical support, assisting both external customers and internal stakeholders
Partner with IT Engineering and cross-functional teams to troubleshoot, diagnose, and resolve issues impacting customer store deployments
Develop and maintain SQL queries and automation scripts to streamline processes, improve team productivity, and SLA adherence
Manage and track support requests using service desk management tools, ensuring timely resolution and accurate documentation
Utilize Field Service Management tools to coordinate field dispatches and maintenance activities, minimizing customer impact
Collaborate with vendors and hardware partners to coordinate and streamline maintenance dispatches and technical store visits
Identify trends and recurring issues through data analysis to develop proactive solutions and process improvements
Write and maintain reports and procedural documentation
Drive root cause analysis and ensure effective issue escalation and follow-up
Maintain strong communication with customers, providing clear explanations of technical issues in accessible, non-technical terms
Contribute to a culture of continuous improvement within Customer Operations and Store Support processes
Qualification
Required
You have 3+ years of experience in Helpdesk, Technical Support, or Customer Support roles
You have proven ability to explain technical concepts to non-technical audiences clearly and effectively
You are proficient SQL knowledge with the ability to analyze data and develop scripts that automate processes and drive team productivity
You have strong problem-solving, analytical, and organizational skills with a high attention to detail
You have experience using service desk management software to monitor KPIs and track customer issues
You have hands-on experience with Field Service Management tools to coordinate dispatches and maintenance operations
You have familiarity with ITIL frameworks, focusing on IT Service Management (ITSM) best practices
You have demonstrated ability to evaluate, escalate, and drive issues to timely resolution
You have previous experience supporting retail customers or store environments
You have the ability to manage multiple priorities in a fast-paced environment while maintaining composure under pressure
You have excellent written and verbal communication skills
You have the ability to work independently and collaboratively across teams
You have Intermediate knowledge of: Linux, Networking, Terminal. CMD, SSH and Telnet
You have strong customer-centric mindset and ability to foster positive relationships with partners and hardware teams
You have flexibility to work additional hours as required to provide issue resolution
You have the ability to participate in an on-call rotation schedule
Preferred
You have experience in field service coordination
You have experience with automation frameworks or scripting languages (e.g., Bash, Python, PowerShell)
You have a background in incident response or root cause analysis frameworks
You have certifications such as CompTIA Network+, Linux+, ITIL Foundation, or equivalent
You have intermediate knowledge of JavaScript
You have experience using API's (REST & GraphicQL)
Benefits
Equity
Comprehensive medical and dental coverage
Life and disability benefits
401k plan
Flexible time off
Paid parental leave
Company
Radar
Radar offers location data infrastructure for apps, enabling geofencing, tracking, and proximity services.
51-200 employees
H1B Sponsorship
Radar has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (3)
Funding
Current Stage
Growth StageLeadership Team
Coby Berman
Co-Founder and COO
Tim Julien
CTO
Recent News
2022-08-11
2022-07-29
Company data provided by crunchbase