Senior Technical Support Specialist

Job Description

Kinestral Technologies (KTI) is looking for a Senior Technical Support Specialist who will manage support issues originating from internal and external customers. The ideal candidate has 7+ years supporting a variety of customers in a technical product issue arena. This is a hands-on position where the right candidate will be capable of coordinating between customers, sales and engineering to close out issues in a timely manner driven by our service level agreements.

Kinestral is a well-funded and vertically oriented startup that designs and manufactures all segments of their dynamic glass product line, including the raw chemical formulation, the electrochromic glass devices, the electronics control packages, as well as a cloud-based software solution.

Job Responsibilities include, but are not limited to:

  • Process incoming issue tickets via online chat, phone and email
  • Resolve escalated support issues either on own or when required, by coordinating with engineering, product management, sales and other relevant parties
  • Enter RMAs
  • Clearly document resolution steps within a globally shared knowledgebase.
  • Advanced troubleshooting using logs, live data and other sources to determine issue cause
  • Validate defects and forward to appropriate departments
  • Educate/mentor Tier 1/Tier 2 to improve their problem solving and troubleshooting abilities
  • Advanced troubleshooting using logs, live data and other sources to determine issue cause
  • Support Customer and Sales Demo sites
  • Comfortable with interacting with internal customers, end users and 3rd parties (Glaziers, Electricians, General Contractors)
  • Generate trend reports
  • Monitor customer sites to proactively prevent issues
  • Other special projects as assigned

Requirements:

  • 7+ years in a technical support role
  • Self-starter and self-directed
  • Excellent written and verbal communication skills.
  • Attention to detail
  • Excellent problem-solving/troubleshooting abilities
  • Excellent people interaction skills
  • Experience with at least one support tracking system (Salesforce, MS Dynamics 365, etc).
  • Ability to work in a cubical for extended periods
  • Limited domestic and international travel may be required for job site visits
  • High School diploma or GED

Ideal candidate will also have some or all of the following (preferred but not required) skills or experience:

  • IoT support experience
  • Commercial Construction experience
  • Low Voltage / CEDIA channel experience
  • Electrochromic glass experience
  • Lighting experience
  • Bachelor’s Degree in related field
  • MS Dynamics 365 CRM/Customer Service experience
  • Familiarity with reading and marking up blueprints
  • Basic AUTOCad or Revit skills
  • Kinestral HR

    Posted 4 weeks ago

  • Full Time
  • Salt Lake City, UT
  • Company Description

    Kinestral Technologies, Inc. is a well-funded early stage technology company developing novel materials, processes and products to enter the energy/building materials market with differentiated dynamic glass products that enable a step change reduction in building energy consumption at a price point that will drive broad market adoption. These building material products address a fast growing demand for energy efficiency while providing enhanced aesthetics, occupant comfort and functionality.

Apply for this Position

Please fill out the form below. Only those selected for consideration will be contacted. Thank you.

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