Technical Support Engineer

Job Description

The Technical Support Engineer provides hands‑on technical support for the company's global ecosystem of RFID readers, reader chips, and solution partners.

This role troubleshoots hardware and software issues, supports customer adoption, documents and resolves cases, manages RMAs, and collaborates cross‑functionally with Sales, Customer Success, Quality, Shipping, and other internal teams.

The position is hybrid, requiring in‑office work 2–3 days per week, with occasional meetings outside standard working hours to support global partners.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• BSEE or related degree with 2+ years of RF/hardware engineering or related experience, or equivalent combination of education and experience
• Strong technical troubleshooting and problem-solving skills across hardware and software issues
• Experience communicating technical concepts clearly to customers via email, phone, and live presentations
• Ability to document, track, and resolve customer cases using helpdesk systems such as Salesforce or Jira
• Ability to modify and run Python scripts
• Familiarity with test equipment such as oscilloscopes, logic analyzers, RF tools, or similar lab equipment
• Detail-oriented writing skills for case documentation, customer communication, and knowledge base content
• Customer-focused mindset with strong follow-through, timely escalation, and internal advocacy skills
• Willingness to learn new technologies and solve complex technical problems
• Experience with RAIN RFID technology or related connected-device platforms
• Experience supporting global customers, partners, or technical ecosystems
• Experience contributing to knowledge base content, FAQs, or self-help documentation
• Familiarity with additional programming languages such as JavaScript, HTML, CSS, C, or C+
• Experience collaborating with cross-functional teams such as Sales, Sales Operations, Quality, Customer Success, and Shipping
• Experience managing RMAs or similar customer resolution processes