Deployment Tech Support Specialist
ABOUT US At RADAR, we're transforming the way the world thinks about physical retail. RADAR has raised over $104M from top investors, retailers, and strategics and works with some of the world's top billion-dollar global retailers. We’re building the future of in-store experience where every product and every person can be precisely located in real time. Our platform combines RFID and AI to unlock hyper-accurate product visibility and automation at scale. From real-time inventory tracking to seamless checkout experiences, our technology empowers some of the world’s largest retailers to streamline operations, reduce loss, and elevate both employee and customer experiences. We’re a fast-growing, mission-driven startup where bold ideas, collaboration, and impact are at the core of everything we do. Join us as we reshape the physical world with digital precision, starting with retail and expanding far beyond! ABOUT THE JOB RADAR is looking for a highly motivated and technically skilled Deployment Support Associate to join our Customer Support and Operations team. In this role, you’ll provide remote technical support during live deployments of RADAR systems to our retail customers and vendor partners. You’ll troubleshoot hardware, software, and connectivity issues while ensuring a seamless installation experience. This position is primarily overnight and requires strong problem-solving skills, attention to detail, and the ability to work independently. You’ll be on the front lines of our deployment success, helping resolve incidents in real time and improving operational processes as we scale. ABOUT YOU Required: • You have 2+ years of professional Helpdesk or Technical Support experience, ideally in a customer-facing or field operations environment. • You have strong troubleshooting skills across hardware and software platforms. • Have have experience using ticketing systems and support tools (e.g., Zendesk, ServiceNow). • You are comfortable working independently on overnight shifts (typically 8 PM to 5 AM PST). • You are a clear communicator, capable of translating technical issues for non-technical audiences. • You thrive in fast-paced environments with shifting priorities. • You have exposure to retail environments or RFID systems is a plus. Preferred: • You have familiarity with command-line tools (Terminal, SSH, Telnet) and Linux-based systems. • You have the flexibility to work weekends, holidays, or outside standard hours when needed. • You have the willingness to join periodic training or cross-functional meetings during off-shift times. At RADAR, your pay is one part of your total compensation package. This role is a non-exempt position at $30-$40 an hour with eligibility for overtime Individual pay is determined by work location and additional factors, including job-related skills, experience and relevant education or training. You will also be eligible to receive other benefits including: equity, comprehensive medical and dental coverage, life and disability benefits, 401k plan, flexible time off, and paid parental leave. The pay range listed for this position is a good faith and reasonable estimate of the range of possible base compensation at the time of posting. Research has shown that women & underrepresented minorities are more likely to read lists of requirements and consider themselves unqualified if they don't meet every single one. This list represents what we're ideally looking for, but everyone has unique strengths & weaknesses, and we hire for strength & potential, not lack of weakness. Use of artificial intelligence or a LLM such as ChatGPT during the interview process will be grounds for rejection of your application process. In your first 30 days, you will: • Learn RADAR’s mission, technology stack, and core values. • Complete onboarding and security compliance training. • Get familiar with RADAR’s deployment process and common support issues. • Review technical documentation, Runbooks, and Zendesk workflows. • Gain hands-on exposure to tools like Zendesk, internal dashboards, and remote troubleshooting methods. • Understand how to represent vendor and customer needs through ticket management best practices. In your first 60 days, you will: • Begin independently handling technical support tickets for deployment-related issues. • Communicate directly with vendor technicians to walk through issue resolution. • Manage escalations from the Deployment Operations team. • Liaise with your manager to generate performance reports for internal stakeholders. • Adhere to SLAs by prioritizing urgent support requests. • Solve complex problems using Runbooks or referencing historical tickets. In your first 90 days, you will: • Confidently resolve complex technical issues based on accumulated knowledge. • Contribute to improving internal documentation by drafting new Runbooks. • Escalate unresolved cases efficiently to L2/L3 support teams. • Demonstrate working knowledge of our monitoring tools and appliance logs. • Identify gaps in support workflows and suggest process improvements. CULTURE SNAPSHOT Mission-Driven: We're transforming retail with cutting-edge technology and building something that truly matters. Collaborative Team: We thrive on curiosity, shared goals, and solving complex problems together. High Impact: You’ll make meaningful contributions from day one and help shape the future of our product and company. Clear Communication: We value honesty, humility, and respectful dialogue—everyone’s voice matters. Balanced Lives: We work hard, but not at the expense of well-being. We respect time, boundaries, and life outside of work. Diverse Perspectives: We believe better ideas come from diverse backgrounds, experiences, and viewpoints. Empathy-Driven Design: We build with deep respect for our end users, listening closely to their feedback and needs.