Support Engineer

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Tag Master NA is seeking an experienced Support Engineer with the ability to work with our internal team and assisting existing customers and prospects. Our team of experienced professionals are the focal point for addressing technical issues that arise during the customer’s ongoing use of Tag Master NA Identification solutions. The job responsibilities will leverage your knowledge and experience in technology related fields to resolve customer technical issues in a professional, timely manner.

Opportunity to travel once candidate has proven knowledge of the products and their implementation. Experience and knowledge of RFID (Radio Frequency Identification), security, access control, and Identification solutions is a plus. This is a full-time position with excellent benefits and available immediately. This position reports to the Vice President of Operations and is for support on the Tag Master NA’s products and services deployed on the access control and security industries, and requires knowledge and understanding of binary, Linux command, and interfaces such as Ethernet, Wiegand, and serial.

We seek an energetic, can-do person who understands happy customers are the key to our long-term success. You will be responsible for interacting and assisting existing customers and prospects in the use of our RFID solutions. You will have opportunities to support our sales staff in pre-sales selling situations with actual product demonstrations and PowerPoint presentations at trade shows, customer locations or via webinars.

Responsibilities may also include creation of technical notes, support videos, and product FAQ’s. The applicant must have good writing skills, as the position will require written interactions with customers, reseller partners and prospects. We are NOT looking for just a “Techie”. We are looking for a well-spoken individual with a customer-oriented personality that happens to have some solid technical abilities that is excited to grow with the company.

• To become an expert in the use and configuration of Tag Master products
• Represents Tag Master NA and its products in a professional manner
• Qualifies customer bug reports and produces repeatable cases
• Interacts with sales, support and management teams to ensure problem resolution.
• Ability to learn and work on changing and emerging technologies
• Sound problem-solving and decision-making skills
• Ability to quickly learn new technology and products
• Excellent written and verbal communication and documentation skills
• Strong problem solving and analysis skills
• Be service-oriented and customer-focused
• Thrive under pressure
• Be Adaptable
• Good interpersonal and influencing skills
• Knowledge of development methodologies
• Experience developing, enhancing, and supporting application systems
• Self motivated, well-rounded, self-starter that works best in a collaborative, dynamic and agile environment.

• Investigate and resolve customer-identified defects, product issues, installation and configuration issues with Tag Master RFID products.
• Work directly with other Tag Master Support Engineers, Sales Consultants, Software Engineers and customers to resolve complex issues and provide technical action plans.
• Replicate, debug, and fix product issues in various environments, working with Tag Master NA product developers as needed.
• Maintain a strong working knowledge of Tag Master products and suggest product improvements.
• Be the first point of contact for clients for issues concerning their LPR, RFID and software systems.
• Keep track of users’ system issues using established processes, and applications until they are resolved by adhering to the agreed timelines.
• Prioritize and manage the workflow
• Diagnose, troubleshoot and resolve issues by questioning customers about the issues they are facing in a detailed fashion, so they understand the situation
• Provide accurate feedback to customers promptly
• Ensure proper logging of all issues
• Follow up with clients to ensure things have been resolved after troubleshooting
• Document technical knowledge in the knowledge database and documentation.

• A…