Technical Support Engineer
The Elevator Pitch Evolv is looking for a Technical Support Engineer to join our steadily growing team. In this role you will interact and support customers, partners and field service engineers. Acting as a trusted advisor in Evolv’ s technology. We keep people of all ages safe in schools, hospitals, stadiums and more. You will be helping keep people safe by supporting Evolv Express, weapon detection system, including our cutting-edge data analytics portal. Success in the Role: What are performance outcomes over the first 6-12 months you will work toward completing? In the first 30 days, you will: Learn and understand the product, and product issues enough to assist with customer support. Shadow the rest of the support team working on customer issues. Assist with scheduled remote system upgrades and maintenance. Within three months, you will: You will be a noticeable contributor to support tickets and able to handle common problems on your own. Proficient in the tools and diagnostics procedures to work independently on customer issues. Able to identify issues that need to be escalated for more involved troubleshooting. Familiar with adjacent products, such as integrations into 3rd party security applications and platforms. By the end of the first year, you will: A trusted support resource, able to determine / resolve common support issues and reliably respond to requests when needed. Able to support Evolv security systems and adjacent products including integration with 3rd party security applications and platforms. The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis? Support Evolv customers and partners by delivering technical solutions, guidance and anticipating our end user needs, to ensure our systems and software keep detecting Learn Evolv technology and world class security solution to Provide exceptional customer relationship management. Work with field engineers to assist on-site teams in resolving complex issues Become a subject matter expert in product functionality and use to drive customer-based Solutions Utilize provided tools, platforms, and procedures to troubleshoot and diagnose issues remotely Ensure that Evolv system issues are evaluated and resolved in a timely fashion and communicate progress directly with customers Document and track issues and customer interactions in the Evolv Service and Support Platform Work with customers when adjustments need to be made with installed products and make suggestions to improve the operation. Provide after-hours support frequently Your success in this role will pivot around: Working independently to resolve customer, field service, and team issues while assisting the management team in the overall customer experience. Product expertise to support customers and peers Applying logic to a situation and working creatively when information may be disjointed or missing Provide World Class Support to our customers Partnering with Engineering teams, field teams, and customer success teams to provide wholistic and meaningful solutions What is the leadership like for this role? What is the structure and culture of the team? You will be joining the Technical Support Team. The 5+ person team comprises other technical support engineers, Customer Success, and Revenue organizations. This role reports to the Director of Technical Support. The team culture is one based on building trust, collaboration, and ongoing development through kindness, authenticity, courage, drive, and fun! Where is the role located? The location of this role is flexible and can be done remotely. Training for this position will be at our headquarters in Waltham, Massachusetts.