Technical Support Associate Tier 2

Overview

Remote
$60,000+
Full Time
10% Travel

Skills

Attention To Detail
Collaboration
Computer Networking
Conflict Resolution
Customer Engagement
Customer Service
Customer Experience
Computer Hardware
DHCP
Documentation
IoT
LTE
Network
Problem Solving
Tier 2
Technical Support
Remote Support
Wireless Communication
Multitasking

Job Details

Job Description

This position is 100% remote

At TraknProtect, you will deliver location technology and wireless solutions to some of the most recognized brands on the planet, and you will do it with leading-edge technologies including BLE, IoT, Wi-Fi and LTE. We have established close partnerships with worldwide vendors and have deployed our solutions across North America as well as internationally.

We are proud to be recognized as a fast-growing start-up due in no small part to our entrepreneurial attitude and collaborative spirit that sets us apart from our competition.

TraknProtect currently has a career opportunity for a Technical Support Associate Tier 2 who will be responsible for working with our new and existing customers by providing sales, onboarding and end-user support via phone calls, e-mails, and self-service requests. The Technical Support Associate will provide a high level of service to both internal team members and end users needing support with internal and external applications, as well as network and systems troubleshooting.

Job Overview

As a Technical Support Associate Tier 2, you will be responsible for working between the operational and development sides of the TraknProtect application platforms. This role supports customers and installers, troubleshoots device and connectivity issues, monitors system health, assists during deployments, and ensures timely escalation for complex cases. You will play a key role in daily operational support across the TraknProtect platform.

In this position, your responsibilities would include but are not limited to:

  1. Customer Service: Provide exceptional customer service and support to end-users and clients through various channels, including phone, email, and remote desktop support.

  1. On-Call Tech Support: Provide after-hours on-call support and response to any high-priority issues and/or emergency alerts.

  1. Monitoring & Outage Response: Monitor system dashboards for offline gateways or devices, perform initial investigations, and escalate recurring, multi-device, or complex outages.

  1. Ticketing & Documentation: Maintain accurate and complete ticket records with steps taken and resolutions and contribute updates to internal knowledge base articles.

  1. User Training: Assist end-users in navigating and effectively using technology, offering guidance and troubleshooting as needed.

  1. Integration Support: Assist in completing technical integrations with partner vendors and customer IT teams by guiding them through configuration requirements and basic troubleshooting steps.

  1. Advanced Troubleshooting: Address escalated technical issues requiring deeper troubleshooting and ensure clean handoffs to Engineering when additional expertise is needed.

  1. System Tuning: Support post-installation system testing, tuning, and configuration.

  1. Cross-Team Collaboration: Coordinate with Client Engagement and Engineering teams to ensure smooth handoffs, complete escalations, and consistent customer experience.

Education & Experience

  • High school diploma or equivalent required; Associate degree or technical certifications in IT related fields is a plus.

  • Minimum of 2 years of experience in technical support role, help desk or IT support role.

  • Strong customer service skills and the ability to communicate technical concepts to nontechnical end-users.

  • Working knowledge of networking fundamentals (Wi-Fi, DHCP, IP addressing, VLAN concepts).

  • Basic knowledge of hardware, software, and networking technologies.

  • Problem-solving skills and the ability to troubleshoot technical issues effectively.

  • Proficiency with operating systems (e.g., Windows, macOS), Microsoft Office Suite, and other common workplace applications.

  • Familiarity with ticketing systems and basic support workflows.

  • Strong attention to detail and accuracy when documenting issues or verifying configurations.

  • A demonstrated aptitude for technology and a passion for staying current with IT trends.

  • Ability to multi-task and handle multiple support requests

About Us

TraknProtect is a worldwide leader in real-time location technology solutions enabling hotels to harness the power of location data and integrate it into their safety & operations systems. TraknProtect provides employee safety devices (ESDs) for hotel employees through an integrated solution alerting security personal to the location of employees in need of assistance. The platform provides additional access to real-time location and data about hotel inventory, room service trays, and vendor activity on property. The TraknProtect software platform is also enabling hotels to enhance guest satisfaction, increase employee efficiency, and improve employee safety by using TraknProtect data analytics to save significant capital costs and make smarter inventory purchasing decisions and improved management of outside vendors.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.