Technical Customer Support Specialist

Job Description:

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)

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.

• Own the support queue across channels (phone, chat, email/ticketing)
• Classify issues (severity, product area, customer impact), prioritize, and assign/escalate
• Ensure customers receive clear first response and next-step expectations

• Diagnose and resolve hardware/software issues using structured troubleshooting
• Reproduce issues when possible; document steps, workarounds, and fixes
• Coordinate with Engineering/Ops when resolution requires code changes, hardware action, or process changes

• Maintain escalation criteria and SLAs (what gets escalated, when, and how)
• Create high-quality escalation artifacts (logs, reproduction steps, impact, customer context)
• Track escalations through closure and ensure the customer is updated appropriately (in partnership with AM for relationship management)

• Build and maintain support documentation, FAQs, troubleshooting guides, and runbooks
• Drive self-serve adoption and AI-assisted deflection to keep support scalable
• Identify recurring “how-to” requests and convert them into durable assets (articles, short videos, templates)

• Identify trends and root causes; provide monthly themes and recommendations to Product/Engineering/Ops
• Support quality improvements by linking customer issues to corrective actions (documentation, training, product fixes, manufacturing/process improvements)

• Communicate clearly and calmly during incidents and escalations
• Maintain customer confidence by setting expectations and meeting commitments
• Work with Account Managers when relationship-level communication or renewals at risk

• Account Management: AM owns relationship rhythm and renewals execution;
  Support owns technical resolution. AM owns customer-facing coordination for high-touch accounts;
  Support provides technical updates and drives closure.
• Onboarding/Training: Support provides troubleshooting and enablement during onboarding windows; onboarding owns time-to-value and training completion.
• Renewals: Support does not own renewals, but flags risk patterns that may impact renewal outcomes.
• Inbound Quoting (Transitional): Support does not own quoting. If customers contact Support for quotes, Support routes to the designated quoting owner.

• Monitor and manage support intake across phone/chat/email/ticketing
• Maintain clear ticket notes, customer impact, and next steps
• Close the loop with customers after resolution and confirm success
• Maintain troubleshooting runbooks and knowledge base articles
• Participate in cross-functional review of top issues (weekly) and recurring trends (monthly)
• Maintain escalation hygiene with Engineering/Ops (clean handoffs, clear severity)
• Backup on account management when needed

• Not responsible for renewals ownership or renewal negotiations
• Not responsible for account management cadence or quarterly check-ins (AM)
• Not responsible for inbound quoting or quote follow-up (route to quoting owner)
• Not responsible for operational execution (shipping, production), but coordinates technical information needed for Ops actions
• Not a substitute for Engineering;
  Support escalates with high-quality inputs and tracks outcomes

Speed & Quality

• First response time by channel and severity
• Time to resolution (median and by severity)
• Reopen rate / repeat-issue rate

Customer Experience

• Support CSAT (or equivalent customer feedback)
• Reduction in escalations-by-surprise

Scalability

• Knowledge base growth and usage (deflection rate)
• % of issues resolved without Engineering involvement (where appropriate)

Product/Ops Impact

• Monthly root-cause themes delivered and acted upon
• Reduction in top recurring issues quarter-over-quarter

• 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
• Experience with SCADA, remote…