Technical Support Representative

Technical Support Representative 1

Join to apply for the role at Nice Group.

$22.00/yr - $27.00/yr

Nice North America, a subsidiary of Nice S.p.A., is an Italian multinational leader in Home and Building Automation. Guided by its vision of creating “A World Without Barriers,” the company develops cutting‑edge solutions for smart home control, security, door and gate automation, access control, and more. Headquartered in Carlsbad, CA, Nice relies on innovation to enhance everyday life and offers award‑winning sales, marketing, technical support, and CEU training to industry partners.

The company also supports the Gary Sinise Foundation R.I.S.E. program to help wounded veterans and their families through adapted smart homes.

Reporting to the Technical Support Manager/Supervisor, the Technical Support Representative 1 will provide post‑sales support to customers via phone or email interactions. The role focuses on the Linear Branded commercial gate, garage door, and wireless radio product lines. Success requires excellent verbal communication, a positive and optimistic attitude, and the ability to troubleshoot gate installation, gate arms, and related components.

Fully onsite in Carlsbad, CA.

Monday‑Friday, 5:00 AM to 4:00 PM PST.

• Provide advanced technical support and assistance to customers via email, phone, and other remote methods.
• Address and respond to customer inquiries on organization products and services, including installation, operations, troubleshooting, and maintenance.
• Provide customers with preventive maintenance and configuration recommendations to improve product usability and performance.
• Document customer interactions, including details of inquiries, complaints, comments and actions taken in CRM.
• Review and provide feedback to the technical writing staff for new product documentation.
• Note customer issues with potential for product improvements and provide that information to Engineering.
• Provide input to the RMA team on returns when special testing is required.
• Perform any other related duties as required or assigned.

• Minimum 2‑year degree preferred.
• At least 1 year of technical support experience preferred.
• Experience supporting networked equipment and commercial gate operators.
• Spanish language capability desired.

• Knowledge of and ability to troubleshoot networked devices and gate operators.
• Experience with commercial gate operators and/or hydraulics a plus.
• High customer service orientation.
• Self‑directed with the ability to prioritize workload.
• Ability to quickly learn the various products, their faults and corrections.
• Demonstrate effective telephone communication skills.
• Well‑developed communication and analytical skills.
• Possess the ability to read and interpret blueprints and technical specifications.
• Electrical circuit (low and high voltage) understanding.
• Ability to use and instruct on electrical diagnostic tools (e.g., voltmeter/ohm meter).
• Possess an aptitude for mathematical concepts and the ability to read and interpret specification sheets.
• Demonstrate attention to detail.
• Proficiency with Microsoft Office tools.
• Excellent organizational skills.
• Positive attitude, self‑motivated and eager to succeed.

• Required to sit, talk, or hear; frequently use hands to grip or feel; occasionally required to stand, walk, reach, stoop, kneel, crouch, or crawl.
• Vision and depth perception suitable for use of a computer, printer, phone, and keyboard.
• Manual dexterity suitable for use of a computer.
• Sufficient personal mobility and physical reflexes to work in an office setting.
• Ability to walk and/or climb 5 % of the time comfortably, with or without reasonable accommodation.
• Ability to sit at a computer for 90 % of the time comfortably, with or without reasonable accommodation.
• Light to moderate lifting.

• Must be comfortable working in an office environment with moderate noise levels.
• Working area primarily in an open office setting with reasonable lighting and controlled temperatures.