RADAR

The IT Support Specialist will provide technical support to customers and collaborate with engineering teams to resolve issues. They will also manage the employee onboarding/off-boarding process and ensure minimal impact from maintenance dispatches. | Candidates should have over 3 years of Helpdesk or Customer Support experience and the ability to communicate technical issues to non-technical audiences. Strong problem-solving skills and experience with service desk management software are essential. | ABOUT US 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! ABOUT THE JOB We are seeking a dedicated IT 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. The IT Support Specialist at RADAR will partner with IT Engineering Teams and other departments outside of the Customer Support structure to deep-dive and find root causes to common issues affecting our customer or deployment strategies. This person is great at driving tasks, projects and issues to timely resolution, has a versatile background focusing mainly on external customers and teams however also working with internal customers. The candidate will also support RADAR’s employee onboarding/off-boarding process. The IT Support Specialist will work with external vendors to ensure Maintenance Dispatches have little impact to no impact to our customers. The appropriate candidate will be someone who thrives in collaborative environments, excels at tackling challenges independently, fosters process improvement and has a solid technical background. This is a hybrid role. In your first 30days, 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 ABOUT YOU Required: You have 3+ years Helpdesk/ Customer Support experience You are capable of explaining technical issues to non-technical audiences You are able to work independently You are able to work 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 manage 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 data-driven solutions You have intermediate knowledge of Linux You have intermediate Network knowledge You have strong verbal and written communication skills You have intermediate 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 have advanced knowledge of 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 $30-$50 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. CULTURE SNAPSHOT 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.

Provide remote technical support during live deployments of RADAR systems to retail customers and vendor partners. Troubleshoot hardware, software, and connectivity issues to ensure a seamless installation experience. | 2+ years of professional Helpdesk or Technical Support experience is required, ideally in a customer-facing environment. Strong troubleshooting skills across hardware and software platforms, along with experience using ticketing systems, are essential. | ABOUT US 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! ABOUT THE JOB RADAR is looking for a highly motivated and technically skilled Deployment Support Associate to join our Customer Support and Operations team. In this role, you’ll provide remote technical support during live deployments of RADAR systems to our retail customers and vendor partners. You’ll troubleshoot hardware, software, and connectivity issues while ensuring a seamless installation experience. This position is primarily overnight and requires strong problem-solving skills, attention to detail, and the ability to work independently. You’ll be on the front lines of our deployment success, helping resolve incidents in real time and improving operational processes as we scale. In your first 30days, you will: Learn RADAR’s mission, technology stack, and core values. Complete onboarding and security compliance training. Get familiar with RADAR’s deployment process and common support issues. Review technical documentation, Runbooks, and Zendesk workflows. Gain hands-on exposure to tools like Zendesk, internal dashboards, and remote troubleshooting methods. Understand how to represent vendor and customer needs through ticket management best practices. In your first 60 days, you will: Begin independently handling technical support tickets for deployment-related issues. Communicate directly with vendor technicians to walk through issue resolution. Manage escalations from the Deployment Operations team. Liaise with your manager to generate performance reports for internal stakeholders. Adhere to SLAs by prioritizing urgent support requests. Solve complex problems using Runbooks or referencing historical tickets. In your first 90 days, you will: Confidently resolve complex technical issues based on accumulated knowledge. Contribute to improving internal documentation by drafting new Runbooks. Escalate unresolved cases efficiently to L2/L3 support teams. Demonstrate working knowledge of our monitoring tools and appliance logs. Identify gaps in support workflows and suggest process improvements. ABOUT YOU Required: You have 2+ years of professional Helpdesk or Technical Support experience, ideally in a customer-facing or field operations environment. You have strong troubleshooting skills across hardware and software platforms. Have have experience using ticketing systems and support tools (e.g., Zendesk, ServiceNow). You are comfortable working independently on overnight shifts (typically 8 PM to 5 AM PST). You are a clear communicator, capable of translating technical issues for non-technical audiences. You thrive in fast-paced environments with shifting priorities. You have exposure to retail environments or RFID systems is a plus. Preferred: You have familiarity with command-line tools (Terminal, SSH, Telnet) and Linux-based systems. You have the flexibility to work weekends, holidays, or outside standard hours when needed. You have the willingness to join periodic training or cross-functional meetings during off-shift times. At RADAR, your pay is one part of your total compensation package. This role is a non-exempt position at $30-$40 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. CULTURE SNAPSHOT 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.