FlexRadio is looking for a Technical Support Engineer to provide enterprise-level assistance to our customers.
This customer-facing position involves troubleshooting, onboarding, resolving problems, and answering technical questions regarding FlexRadio hardware and software products. You will diagnose and troubleshoot software, hardware, network, and computer problems and help our customers install and configure FlexRadio products. This position is primarily for our AmateurRadio division.
Technical Support Engineer responsibilities include, but are not limited to responding directly to client queries to research, diagnose, troubleshoot, and resolve issues related to the setup, operation, and use of FlexRadio software and hardware products by following standard operating procedures to escalate unresolved issues to appropriate internal departments in an accurate and timely manner.
You will utilize support SaS applications to manage and provide clients with timely answers for support issues. For more complex problems that require nuanced instruction, you will contact clients via phone and/or provide clear, written instructions and technical manuals or resources. If you’re naturally a helper, enjoy assisting people with issues, and can explain technical details simply, we’d like to meet you.
Essential Job Responsibilities:
- Act as the initial point of contact for all Flexradio product concerns from our customers
- Take ownership of customer issues and see problems through to resolution
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams or manager
- Prioritize workflow and manage multiple open issues at one time
- Provide prompt, accurate, and courteous feedback to customers
- Perform activities to assist the Sales, Sustaining Engineering, and Software Development teams
- Ensure proper recording, categorization, and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of customer-facing knowledge base tech notes and articles
- Meet or exceed established SLAs concerning the severity, time to update, and time to resolution for customer issues.
- Customer-focused with an emphasis on customer advocacy
- Some travel may be required to participate in annual trade shows (hamfests)
Key Qualifications
- B.S. degree or equivalent experience in the following fields: Information Technology, Computer Science preferred
- Must be a licensed amateur radio operator, U.S. General Class or above (or equivalent license level) with 5 or more years of active and varied experience with an operational operating position.
- 3-5 years experience in corporate technical support, IT support, or as a technical support engineer
- Experience supporting and troubleshooting Local Area Network (LAN) infrastructure. Cisco CCNA certification is desired
- Proficient experience with Windows, iOS, and Mac OS environments. CompTIA A+ certification is desired.
- Functional and operational knowledge of the Flexradio hardware and software products
- Strong problem-solving, critical, and lateral-thinking abilities
- Capacity to identify underlying issues and develop targeted solutions
- Excellent client-facing written and verbal communication skills
- Familiarity with support SaaS applications and helpdesk software (eg. Zendesk)
- Independent worker with good time management and self-initiation skills
- Fast learner with excellent issue retention
Perks and Benefits:
- Competitive salary
- Flexible paid time off
- Comprehensive health and wellness packages
Work Schedule:
Virtual home-based or office (Austin, TX). Work and flex hours available — typically 8am–5pm CST in any US Time Zone.
Technical Support Engineer Salary:
Salary commensurate with experience and current certifications.
Please submit your resume to jobs@flexradio.com if interested in this position.