Support Technician III

GUARDIAN RFID Support Technician III Maple Grove, MN
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The Support Technician III is responsible for effective resolution of incidents, service requests, and system issues. This role serves as a key escalation point for complex technical problems and is accountable for maintaining high levels of system performance, availability, and user satisfaction. They will help across core platforms including SQL Server, MDM, AWS, and Salesforce. They will also oversee after-hours support coverage, coordinate cross‑functional efforts, and contribute to continuous improvement in support processes and infrastructure reliability.

One Team. One Mission. GUARDIAN RFID is a Warrior‑centric technology company that builds, markets, and deploys our Command & Control software platform for corrections professionals. We support our end users from law enforcement agencies across the U.S.

• Bachelor's degree in Information Technology, Computer Science, or related field
• 5+ years in a technical support role, specifically at a Tier II or Tier III position or managerial

• Excellent communication, leadership, and problem‑solving skills.
• Ability to work independently and manage multiple priorities.
• Proficient with SQL Server (administration, troubleshooting, and performance tuning).
• Strong knowledge of Mobile Device Management (MDM) systems and policies.
• Hands‑on experience with Amazon Web Services (AWS) (EC2, S3, IAM, Cloud Watch, etc.).
• Working knowledge of Salesforce (user management, basic configuration, and support).
• Experience with Rackspace hosting services.
• Familiarity with Data Center operations including hardware maintenance, racking, and cabling.
• Use of Data Dog for monitoring, alerting, and diagnostics.
• Experience managing and tracking support tasks in Jira.

• Supervise daily operations of the technical support team, ensuring timely and efficient resolution of issues.
• Provide hands‑on technical assistance in troubleshooting complex issues related to SQL Server, MDM, AWS, and Salesforce.
• Monitor and optimize support workflows using tools like Jira and Data Dog.
• Collaborate with other departments to resolve cross‑functional issues and improve support processes.
• Maintain documentation of issues, solutions, and standard operating procedures.
• Participate in infrastructure and application performance monitoring.
• Coordinate with Rackspace and other service providers for escalated support and infrastructure maintenance.
• Oversee Data Center operations, ensuring high availability, uptime, and security standards.
• Train and provide performance feedback to support technicians.
• Provide after‑hours support coverage ensuring critical issues are addressed promptly and system uptime is maintained outside of regular business hours.