Manager of Technical Support Operations
About The Position
Rekor Systems, Inc., (NASDAQ: REKR) is a trusted global authority in the development and implementation of intelligent infrastructure focused on addressing critical challenges across public safety, transportation management, and urban mobility markets. We believe that the intelligent infrastructure industry is at the epicenter of converging forces that will drive profound changes in the way government agencies, law enforcement and businesses operate and collaborate today and in the future. With our ‘Rekor One’ roadway intelligence engine as our foundation, we collect and transform raw data into actionable insights that gives governments and businesses a comprehensive picture of roadways, vehicles, pedestrians, traffic, incidents, while providing an intuitive environment that makes collaboration across teams and organizations easy. Rekor leverages computer vision, machine learning, and big data analytics to drive AI-enabled IoT solutions (‘AIoT’) on the edge of the network with unparalleled speed, accuracy, and agility. With our disruptive AI-powered technology, integrated hardware and software solutions, and state of the art machine learning models, we deliver actionable insights and transformative impact that increase roadway safety, efficiency, and sustainability for our customers and citizens, while enabling safer, smarter, greener, and more equitable cities and communities. Our employees represent the best and smartest top talent in our industry, and we select individuals to be a part of our team who help to define our culture and success. Rekor’s Values and Leadership Principals are: People First, Customer Success, Earn Trust, Deliver Impact and Think Big and Bold! Learn more by visiting www.rekor.ai.
Requirements
- Bachelor’s Degree in Information Technology, Information Systems, Engineering, Computer Science or other relevant field
- 4-8 years of experience in a Manager Technical Support role
- Demonstrated ability to lead, develop, inspire, and coach a diverse high performing team
- Knowledge of various computer systems and software applications
- Ability to understand the various products and services offered, and utilize the information to efficiently resolve user-related issues.
- Attention to detail and strong technical problem-solving skills in support of our customers
- Basic knowledge of networking
- Knowledge of video streaming protocols and codecs (RSTP, HTTP, MJPEG, H264, etc)
- Experience configuring network routers (port forwarding, etc)
- Knowledge of common camera settings (shutter, ISO, resolution, etc)
- Basic understanding of web server-client interactions including data-serialization via JSON
- Comfortable working through Linux Terminal and Windows Command Prompt
- Comfortable installing programs in Linux and Windows
Nice To Haves
- Strong interpersonal skills and ability to interact with varying personalities and defuse sensitive situations under pressure
- Strong organizational and time-management skills, including the ability to handle multiple concurrent tasks with varying priorities
- Proficient knowledge of the Microsoft Office Suite and use of Salesforce for Support Ticket queueing
- Ability to diagnose and resolve advanced technical issues
- Excellent communication skills
Responsibilities
- Lead the strategy for the Technical Support team to ensure best-in-class in support for customer success and resolve issues in a timely manner
- Manage the day-to-day operations of the technical support and field service team in support of customer success for technical operations
- Provide advanced technical assistance and support for incoming queries and issues related to our software and hardware products; team responds to telephone calls, email requests, and problems reported via our systems
- Schedule and coordinate field service, implementation, and RMA activities according to established SLAs
- Lead, develop, inspire and motivate a diverse, inclusive, technical high performing collaborative team through learning and development to enable a growth-mindset for all team members.
- Manage customer ticket escalations and troubleshoot matters, providing technical guidance to ensure timely resolution
- Assist the team in solving open field service and customer technical issues, assign priorities and set appropriate customer expectations to resolve product or service support
- Monitor team performance and achievements using KPIs and provide updates to leadership
- Analyze and report on trending customer support issues thereby identify learning and development opportunities for training, process or product improvement.
- Help the team gather relevant information to diagnose an issue while communicating with other internal teams to resolve issues
- Liaison between technical support and the other internal stakeholders (product management, product engineering and sales teams)
- Create and maintain team work schedules
- Maintain internal and customer facing policies and best practices
- Other duties, as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Manager
