Technical Support EngineerThe Elevator Pitch
Evolv is looking for a Technical Support Engineer to join our steadily growing team. In this role you will interact and support customers, partners and field service engineers. Acting as a trusted advisor in Evolv’ s technology. We keep people of all ages safe in schools, hospitals, stadiums and more. You will be helping keep people safe by supporting Evolv Express, weapon detection system, including our cutting-edge data analytics portal.
Success in the Role: What are performance outcomes over the first 6-12 months you will work toward completing?
In the first 30 days, you will:
· Participate in EvolvED our new hire training orientation
· Participate in our technical product training session
· Learn and understand the product, and product issues enough to assist with customer support.
· Shadow the rest of the support team working on customer issues.
· Assist with scheduled remote system upgrades and maintenance.
Within three months, you will:
· You will be a noticeable contributor to support tickets and able to handle common problems on your own.
· Proficient in the tools and diagnostics procedures to work independently on customer issues.
· Able to identify issues that need to be escalated for more involved troubleshooting.
· Familiar with adjacent products, such as integrations into 3rd party security applications and platforms.
By the end of the first year, you will:
· A trusted support resource, able to determine/resolve common support issues and reliably respond to requests when needed.
· Able to support Evolv security systems and adjacent products including integration with 3rd party security applications and platforms.
The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?
- Technical Proficiency
- Field Service Experience:
- Successfully handle on-site service and maintenance tasks.
- Exhibit adaptability and resourcefulness in various field scenarios.
- Technical Expertise:
- Demonstrate deep understanding and troubleshooting of magnetic sensors, wiring schematics, and IoT connected devices.
- Effectively use ServiceCloud or similar service platforms to manage and resolve issues.
- Diagnostic and Troubleshooting Skills
- Real-Time Problem Solving:
- Accurately diagnose and resolve technical issues promptly.
- Implement solutions that address the root cause of problems to prevent future occurrences.
- Analytical Thinking:
- Draw accurate conclusions from incomplete or ambiguous information.
- Apply logical and strategic thinking to devise effective solutions.
- Communication and Collaboration
- Effective Communication:
- Clearly articulate complex technical concepts to customers and partners.
- Maintain strong, clear communication channels with all stakeholders.
- Team Collaboration:
- Work cohesively with field engineers, engineering teams, and customer success teams to provide comprehensive solutions.
- Share knowledge and insights to enhance team performance and customer satisfaction.
- Customer Relationship Management
- Customer Support:
- Provide exceptional support, anticipating and addressing customer needs proactively.
- Build and maintain strong, trust-based relationships with customers.
- Feedback and Improvement:
- Gather customer feedback to improve product functionality and service quality.
- Implement adjustments based on customer interactions and suggestions to enhance operation.
- Documentation and Record Keeping
- Detail-Oriented Documentation:
- Accurately document technical issues and resolutions in the Evolv Service and Support Platform.
- Maintain comprehensive records of customer interactions and issue tracking.
- Resilience and Adaptability
- Crisis Management:
- Remain calm and confident in urgent or high-pressure situations.
- Display persistence and follow-through with necessary parties until a resolution is reached.
- Adaptive Thinking:
- Prioritize tasks and adapt strategies effectively in a fast-paced environment.
- Balance multiple responsibilities and communication threads efficiently.
- Continuous Learning and Improvement