Technical Customer Support Specialist
About The Position
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.
Requirements
- 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
Nice To Haves
- Experience with SCADA, remote monitoring, instrumentation or controls a plus
- Experience with Water or Wastewater is a bonus
Responsibilities
- Support Intake, Triage & Prioritization
- Technical Troubleshooting & Resolution
- Escalation Management (Engineering/Ops)
- Knowledge Base, Self-Serve & AI Leverage
- Quality Feedback Loops
- Customer Experience During Technical Issues
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
