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Technical Support Specialist

ReconaSense has a phenomenal opportunity for a Technical Support Specialist. This position will work as part of a customer support team in supporting ReconaSense customers.
This position is in Austin, TX however a remote position will be considered for the right candidate.

Preferred Experience & Skills
Provide in-depth technical assistance for internal and external customers, facilitating the investigation, identification, root cause analysis, and resolution of complex technical issues; Areas will include factors relating to configuration, installation, environmental and application functionality, as well as other potential causes

  • Capture and track customer issues.
  • Maintain ownership of technical issues through closure.
  • Manage issue resolution against identified service level goals.

Routing and escalation of technical issues
Deeper investigation of complex technical issues and resolution of customer requests
Microsoft SQL database administration experience including the ability to merge/convert SQL databases
Assist with providing support documentation
Proactively supply technical communications to customers as available
Knowledge capture of technical issue resolutions for re-use
Support Windows server, network and computing infrastructure, multi-domain networks – housekeeping tasks and daily checks
Firm understanding of PC hardware and operating software
Ensure ongoing compliance with agreed standard IT solutions and related security practices
Experience with cyber security and cloud computing software is a plus
Testing/evaluating new software builds and integrated components
Comprehensive knowledge of networking and commissioning (setup, testing, diagnosing issues, VPNs, firewalls, etc.)
Preferred candidates will have strong access control experience with Mercury hardware, along with various video platforms, intrusion systems, and locking hardware
Support Special project needs as requested.
Willingness to travel when/as needed (maybe 10%)

5+ year business experience with a demonstrated, successful track record of supporting access control software
3+ years of experience troubleshooting Software products
10+ years experience in customer service
10+ years of electronic security field experience along with working with dealers, system users, and integration partners

Extra Requirements
Strong organizational skills
Highly proficient with all Microsoft Office
Strong communication skills, both verbal and written
Active security clearance or ability to obtain one

Salary – based on experience
Semi-Annual Bonus Plan
401K, up to 4% Company Match
Company Subsidized Medical
Company Paid Dental
Company Paid Vision
Company Paid Long and Short-Term Disability

Ready to apply? Send your resume and cover letter to [email protected].