Field and Support Technician Job

ROAR • Wayne, PA

5d • $28 - $34 • Hybrid

About The Position

At ROAR, wearable safety buttons help hotel and healthcare workers call for help when needed. The Field and Support Technician divides time between customer sites and a home office, following a rotation that consists of one three-week on-site block leading installations of ROAR’s Bluetooth-mesh Staff Duress System, followed by two blocks providing Tier 2 remote support to customers and installers. The role owns deployments from initial beacon installation through handoff and supports customers after go-live. The schedule is published a quarter in advance. Field work is Monday through Friday; weekend work is rare and requires customer approval. Overnight stays include lodging and per diem. Travel is approximately one third of the time. A laptop is provided for remote support work.

In the field, the technician coordinates or performs installations, mounts and configures beacons, gateways, and networking equipment, tests system operation, resolves issues, documents sites, trains customers, and hands over stable systems. The technician may work at active construction sites and must follow PPE and OSHA safety standards.

During support blocks, the technician provides Tier 2 assistance to customers and installers, remotely troubleshoots wireless devices, Bluetooth mesh networks, mobile devices, gateways, and internet connectivity, and tracks issues through resolution. The role also supports installation preparation and follow-up, maintains ticket documentation, and recommends improvements to processes, documentation, troubleshooting procedures, and product functionality. ROAR describes opportunities to advance through support tiers and potentially take on leadership in training deployment partners.

Requirements

• Associate degree in networking, information technology, or a related technical field, or demonstrated working equivalent supporting network infrastructure.
• Experience deploying, configuring, and troubleshooting wireless technologies such as Wi-Fi, BLE, and Zigbee, as well as related networking equipment, gateways, and IoT devices.
• Basic knowledge of Windows, Android, and iOS operating systems.
• Customer support or help desk experience.
• Strong troubleshooting skills across multiple systems and the ability to explain complex issues clearly and confidently.
• Excellent written and verbal communication skills and a polished presence with customers.
• Reliable and self-directed, with the ability to complete work on time with minimal supervision.
• Proficiency in Microsoft Office and general productivity software, and ability to read and interpret technical drawings and blueprints.
• Ability to travel approximately one third of the time, with a valid driver’s license, reliable transportation, and access to an airport.
• A home workspace with reliable internet for remote support blocks.
• Ability to use hand and power tools, climb extension ladders, and lift or carry up to 50 pounds.
• Ability to stand and walk for prolonged periods, with occasional sitting, bending, reaching, and other physical activities associated with installation and troubleshooting.
• Ability to work outdoors year-round in varying weather, including heat, cold, rain, and snow.
• Ability to perform the essential functions of the position, with or without reasonable accommodation.

Nice To Haves

• Based in or near the Philadelphia area.
• Industry certifications such as CompTIA A+, CompTIA Network+, Cisco CCNA, CWNA, or equivalent.
• Tier 2 or field technical support experience.
• Experience supporting remote field technicians and coordinating technical installations.
• Familiarity with ticketing and customer support platforms such as HubSpot Service Hub or Zendesk.
• Proficiency with Visio or Lucidchart for creating, interpreting, and updating network diagrams, technical drawings, and installation plans.
• Familiarity with mobile device management (MDM) platforms for remotely configuring and supporting devices.
• Experience working in healthcare or hospitality environments.
• OSHA 10 certification or experience working on active construction sites.

Responsibilities

• Ensure installations of ROAR’s Staff Duress System are completed on time and according to site-specific requirements, working independently or directing an on-site team and third-party partners.
• Mount and configure Bluetooth beacons, gateways, and networking equipment according to floor plans and placement guidelines to provide coverage, connectivity, and accurate location reporting.
• Test the system end to end, verify alert activation, location accuracy, and notification delivery, and resolve problems before handover.
• Update site documentation, train customers, and hand over a stable, functioning system to the client and ROAR Support.
• Represent ROAR professionally on site and communicate courteously with customers, staff, guests, and patients.
• Keep projects on schedule and flag delays early.
• Work at active construction sites when needed, using appropriate PPE and following OSHA safety standards.
• Provide Tier 2 technical support through direct customer interactions and Support Desk escalations; collaborate with internal teams, escalate critical concerns to leadership as needed, and ensure clear communication and timely resolution.
• Remotely troubleshoot and resolve issues involving wireless communication devices, Bluetooth mesh networks, mobile devices, network gateways, and internet connectivity, tracking issues through resolution.
• Provide remote technical support to field installers with configuration, troubleshooting, testing, and issue resolution during deployments.
• Prepare for upcoming installations with site pre-reads and kit checks, and conduct post-install follow-up and documentation.
• Maintain accurate, timely records of work, ticket updates, troubleshooting steps, and resolutions in the ticketing system.
• Recommend improvements to operational processes, technical documentation, and troubleshooting procedures, and share product feedback and customer insights to improve functionality, reliability, and customer experience.
• Travel to customer sites for installation work and provide remote support from a home workspace during support blocks.

Benefits

• Competitive pay.
• Travel expenses covered, including lodging and per diem for overnight stays.
• Published schedule rotation for planning around travel.
• Training consisting of approximately two weeks of remote training and support shadowing, three shadowed installations, and one installation lead with a trainer present.
• Opportunities to advance through support tiers and take on a leadership role in training deployment partners.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree