Technical Support Specialist

About the Company

Iris , Inc., a global leader in iris recognition technology, has been at the forefront of biometric innovation since 1997. Our flagship Iris Access™ platform authenticates the identities of more than 500 million individuals worldwide, making us the most widely deployed iris recognition solution. Learn more at  .

Iris  is seeking a highly detail-oriented Technical Support Specialist to join our Technical Support Group. This role is ideal for an early-career professional who thrives on ownership, process rigor, and follow-through. You will primarily manage RMA (hardware return and replacement) processes while developing expertise in software troubleshooting and general technical support.

This role is based in Cranbury, NJ.

• Own and manage RMA cases end-to-end, from initiation through closure
• Ensure clear, timely, and professional communication with customers throughout the RMA lifecycle.
• Document all RMA activities, testing results, and resolutions with precision.
• Support internal teams with QA, testing, and tracking of hardware and software issues.
• Assist with software-related technical support and troubleshooting as experience grows.
• Identify process gaps and suggest improvements to increase efficiency and clarity
• Collaborate closely with cross-functional teams (engineering, logistics, and sales).

• 1–3 years of experience in a role involving operations, support, QA, hardware handling, or technical coordination.
• Demonstrated ability to own tasks end-to-end and follow issues through to resolution independently.
• Exceptional attention to detail and comfort working with tracking systems and documentation.
• Excellent written and verbal communication; must be customer-service oriented.
• Ability to manage multiple priorities without losing accuracy.
• Exposure to or interest in learning one or more of the following is a plus:
  Computer networks or endpoint devices.
• Hardware testing or troubleshooting.
• APIs, SDKs, or software support environments.
• Proficiency with documentation and tracking systems (e.g., Salesforce, Excel, M365 Lists).
• Must be able to work on-site in Cranbury, NJ.
• Fluency in another language is a plus.

• A proactive and detail-driven problem solver who thrives on organization and process improvement.
• You don’t wait for direction: you take initiative, follow through, and consistently look for better ways to get things done.
• You’re in the earlier stages of your career but motivated to excel, take ownership, and grow into a key contributor with long-term potential.