RACO Manufacturing & Engineering Co.

Compensation

Full Description

Job Description: Technical Support Specialist Role: Technical Support Specialist (Customer Success) Reports to: Head of Customer Success Partners closely with: Account Managers, Onboarding/Training, Product, Engineering , Operations (Quality/RMA/Production as needed) Role Purpose The Technical Support Lead owns the Support leg of the RACO Customer Success model (phone/chat/email/ticketing). The role exists to restore service quickly, deliver accurate technical resolutions, and reduce repeat issues through knowledge, automation, and tight feedback loops into Product/Engineering and Operations. This is a customer-facing technical role with strong internal coordination. Primary Responsibilities 1) Support Intake, Triage & Prioritization Own the support queue across channels (phone, chat, email/ticketing) Classify issues (severity, product area, customer impact), prioritize, and assign/escalate Ensure customers receive clear first response and next-step expectations 2) Technical Troubleshooting & Resolution Diagnose and resolve hardware/software issues using structured troubleshooting Reproduce issues when possible; document steps, workarounds, and fixes Coordinate with Engineering/Ops when resolution requires code changes, hardware action, or process changes 3) Escalation Management (Engineering/Ops) Maintain escalation criteria and SLAs (what gets escalated, when, and how) Create high-quality escalation artifacts (logs, reproduction steps, impact, customer context) Track escalations through closure and ensure the customer is updated appropriately (in partnership with AM for relationship management) 4) Knowledge Base, Self-Serve & AI Leverage Build and maintain support documentation, FAQs, troubleshooting guides, and runbooks Drive self-serve adoption and AI-assisted deflection to keep support scalable Identify recurring “how-to” requests and convert them into durable assets (articles, short videos, templates) 5) Quality Feedback Loops Identify trends and root causes; provide monthly themes and recommendations to Product/Engineering/Ops Support quality improvements by linking customer issues to corrective actions (documentation, training, product fixes, manufacturing/process improvements) 6) Customer Experience During Technical Issues Communicate clearly and calmly during incidents and escalations Maintain customer confidence by setting expectations and meeting commitments Work with Account Managers when relationship-level communication or renewals at risk How This Role Interfaces with the Other CS Legs Account Management: AM owns relationship rhythm and renewals execution; Support owns technical resolution. AM owns customer-facing coordination for high-touch accounts; Support provides technical updates and drives closure. Onboarding/Training: Support provides troubleshooting and enablement during onboarding windows; onboarding owns time-to-value and training completion. Renewals: Support does not own renewals, but flags risk patterns that may impact renewal outcomes. Inbound Quoting (Transitional): Support does not own quoting. If customers contact Support for quotes, Support routes to the designated quoting owner. Key Responsibilities (Day-to-Day) Monitor and manage support intake across phone/chat/email/ticketing Maintain clear ticket notes, customer impact, and next steps Close the loop with customers after resolution and confirm success Maintain troubleshooting runbooks and knowledge base articles Participate in cross-functional review of top issues (weekly) and recurring trends (monthly) Maintain escalation hygiene with Engineering/Ops (clean handoffs, clear severity) Backup on account management when needed Boundaries: What This Role Is Not Not responsible for renewals ownership or renewal negotiations Not responsible for account management cadence or quarterly check-ins (AM) Not responsible for inbound quoting or quote follow-up (route to quoting owner) Not responsible for operational execution (shipping, production), but coordinates technical information needed for Ops actions Not a substitute for Engineering; Support escalates with high-quality inputs and tracks outcomes Success Metrics (What Good Looks Like) Speed & Quality First response time by channel and severity Time to resolution (median and by severity) Reopen rate / repeat-issue rate Customer Experience Support CSAT (or equivalent customer feedback) Reduction in escalations-by-surprise Scalability Knowledge base growth and usage (deflection rate) % of issues resolved without Engineering involvement (where appropriate) Product/Ops Impact Monthly root-cause themes delivered and acted upon Reduction in top recurring issues quarter-over-quarter Ideal Profile Strong troubleshooting skills across software + hardware-enabled systems Excellent written communication (clear steps, crisp updates) Calm under pressure; prioritizes by customer impact Systems mindset: builds durable fixes, not repeated heroics Comfortable partnering with Engineering/Ops and holding escalation quality high Experience with SCADA, remote monitoring, instrumentation or controls a plus Experience with Water or Wastewater is a bonus 30 / 60 / 90-Day Outcomes First 30 Days Learn product workflows, device behavior, and common failure modes Understand escalation paths and internal owners Demonstrate clean ticket hygiene and customer communication 60 Days Independently handle the majority of inbound support with consistent SLAs Produce the first set of top-issue themes and proposed fixes Publish/refresh foundational KB articles and runbooks 90 Days Demonstrate predictable support performance (response + resolution) Establish durable escalation process with Engineering/Ops Show measurable reduction in repeat issues through documentation or fixes Working Norms Team player who gets stuff done and helps others Triage early, communicate clearly, escalate with complete context Document decisions, reproduction steps, and next actions Protect clarity: route non-support requests (quotes, sales, renewals) to the correct owner Focus on durable solutions: reduce repeat issues through systems and knowledge