IT Customer Support Specialist

At RADAR, we're transforming the way the world thinks about physical retail. RADAR has raised over $104M from top investors, retailers, and strategics and works with some of the world's top billion-dollar global retailers. We’re building the future of in-store experience where every product and every person can be precisely located in real time.

Our platform combines RFID and AI to unlock hyper-accurate product visibility and automation at scale. From real-time inventory tracking to seamless checkout experiences, our technology empowers some of the world’s largest retailers to streamline operations, reduce loss, and elevate both employee and customer experiences.

We’re a fast-growing, mission-driven startup where bold ideas, collaboration, and impact are at the core of everything we do. Join us as we reshape the physical world with digital precision, starting with retail and expanding far beyond!

We are seeking a dedicated IT Customer 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. In addition, we are looking for someone who excels at driving tasks, projects and issues to timely resolution. In this role, you will partner with IT, Engineering teams, and other departments outside of the Customer Support function to deep-dive and find root causes to common issues affecting our customer or deployment strategies. The IT Support Specialist will work with external vendors to ensure maintenance dispatches have little impact to no impact to our customers. This is a hybrid role. 

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 runbooks and how-to guides
• Meet with strategic team members
• 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  

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
• Collaborate closely with IT Leadership on projects, automation initiatives, and strategies designed to enhance the customer experience

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 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 experience supporting retail customers
• 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 a proven track record managing 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 as well as network knowledge.
• You have strong knowledge of terminal, CMD, SSH and Telnet
• You have the ability to collaborate with our partners and hardware teams to streamline maintenance dispatches

Preferred:

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

At RADAR, your pay is one part of your total compensation package. This role is a non-exempt position at $35-$45 an hour with eligibility for overtime. 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.

Use of artificial intelligence or a LLM such as ChatGPT during the interview process will be grounds for rejection of your application process.

Mission-Driven: We're transforming retail with cutting-edge technology and building something that truly matters.

Collaborative Team: We thrive on curiosity, shared goals, and solving complex problems together.

High Impact: You’ll make meaningful contributions from day one and help shape the future of our product and company.

Clear Communication: We value honesty, humility, and respectful dialogue—everyone’s voice matters.

Balanced Lives: We work hard, but not at the expense of well-being. We respect time, boundaries, and life outside of work.

Diverse Perspectives: We believe better ideas come from diverse backgrounds, experiences, and viewpoints.

Empathy-Driven Design: We build with deep respect for our end users, listening closely to their feedback and needs.