Technical Customer Support Specialist

R

RACO Manufacturing & Engineering Co.

Technical Customer Support Specialist

National
Part Time
Paid
  • Responsibilities

    Job Description: Technical Support Specialist

    Role: Technical Support Specialist (Customer Success)
    Reports to: Head of Customer Success
    Partners closely with: Account Managers, Onboarding/Training, Product, Engineering , Operations (Quality/RMA/Production as needed)

    Role Purpose

    The Technical Support Lead owns the Support leg of the RACO Customer Success model (phone/chat/email/ticketing). The role exists to restore service quickly , deliver accurate technical resolutions, and reduce repeat issues through knowledge, automation, and tight feedback loops into Product/Engineering and Operations.

    This is a customer-facing technical role with strong internal coordination.

    Primary Responsibilities

    1) Support Intake, Triage & Prioritization

    • Own the support queue across channels (phone, chat, email/ticketing)
    • Classify issues (severity, product area, customer impact), prioritize, and assign/escalate
    • Ensure customers receive clear first response and next-step expectations

    2) Technical Troubleshooting & Resolution

    • Diagnose and resolve hardware/software issues using structured troubleshooting
    • Reproduce issues when possible; document steps, workarounds, and fixes
    • Coordinate with Engineering/Ops when resolution requires code changes, hardware action, or process changes

    3) Escalation Management (Engineering/Ops)

    • Maintain escalation criteria and SLAs (what gets escalated, when, and how)
    • Create high-quality escalation artifacts (logs, reproduction steps, impact, customer context)
    • Track escalations through closure and ensure the customer is updated appropriately (in partnership with AM for relationship management)

    4) Knowledge Base, Self-Serve & AI Leverage

    • Build and maintain support documentation, FAQs, troubleshooting guides, and runbooks
    • Drive self-serve adoption and AI-assisted deflection to keep support scalable
    • Identify recurring “how-to” requests and convert them into durable assets (articles, short videos, templates)

    5) Quality Feedback Loops

    • Identify trends and root causes; provide monthly themes and recommendations to Product/Engineering/Ops
    • Support quality improvements by linking customer issues to corrective actions (documentation, training, product fixes, manufacturing/process improvements)

    6) Customer Experience During Technical Issues

    • Communicate clearly and calmly during incidents and escalations
    • Maintain customer confidence by setting expectations and meeting commitments
    • Work with Account Managers when relationship-level communication or renewals at risk

    How This Role Interfaces with the Other CS Legs

    • Account Management: AM owns relationship rhythm and renewals execution; Support owns technical resolution. AM owns customer-facing coordination for high-touch accounts; Support provides technical updates and drives closure.
    • Onboarding/Training: Support provides troubleshooting and enablement during onboarding windows; onboarding owns time-to-value and training completion.
    • Renewals: Support does not own renewals, but flags risk patterns that may impact renewal outcomes.
    • Inbound Quoting (Transitional): Support does not own quoting. If customers contact Support for quotes, Support routes to the designated quoting owner.

    Key Responsibilities (Day-to-Day)

    • Monitor and manage support intake across phone/chat/email/ticketing
    • Maintain clear ticket notes, customer impact, and next steps
    • Close the loop with customers after resolution and confirm success
    • Maintain troubleshooting runbooks and knowledge base articles
    • Participate in cross-functional review of top issues (weekly) and recurring trends (monthly)
    • Maintain escalation hygiene with Engineering/Ops (clean handoffs, clear severity)
    • Backup on account management when needed

    Boundaries: What This Role Is ** Not**

    • Not responsible for renewals ownership or renewal negotiations
    • Not responsible for account management cadence or quarterly check-ins (AM)
    • Not responsible for inbound quoting or quote follow-up (route to quoting owner)
    • Not responsible for operational execution (shipping, production), but coordinates technical information needed for Ops actions
    • Not a substitute for Engineering; Support escalates with high-quality inputs and tracks outcomes

    Success Metrics (What Good Looks Like)

    Speed & Quality

    • First response time by channel and severity
    • Time to resolution (median and by severity)
    • Reopen rate / repeat-issue rate

    Customer Experience

    • Support CSAT (or equivalent customer feedback)
    • Reduction in escalations-by-surprise

    Scalability

    • Knowledge base growth and usage (deflection rate)
    • % of issues resolved without Engineering involvement (where appropriate)

    Product/Ops Impact

    • Monthly root-cause themes delivered and acted upon
    • Reduction in top recurring issues quarter-over-quarter

    Ideal Profile

    • Strong troubleshooting skills across software + hardware-enabled systems
    • Excellent written communication (clear steps, crisp updates)
    • Calm under pressure; prioritizes by customer impact
    • Systems mindset: builds durable fixes, not repeated heroics
    • Comfortable partnering with Engineering/Ops and holding escalation quality high
    • Experience with SCADA, remote monitoring, instrumentation or controls a plus
    • Experience with Water or Wastewater is a bonus

    30 / 60 / 90-Day Outcomes

    First 30 Days

    • Learn product workflows, device behavior, and common failure modes
    • Understand escalation paths and internal owners
    • Demonstrate clean ticket hygiene and customer communication

    60 Days

    • Independently handle the majority of inbound support with consistent SLAs
    • Produce the first set of top-issue themes and proposed fixes
    • Publish/refresh foundational KB articles and runbooks

    90 Days

    • Demonstrate predictable support performance (response + resolution)
    • Establish durable escalation process with Engineering/Ops
    • Show measurable reduction in repeat issues through documentation or fixes

    Working Norms

    • Team player who gets stuff done and helps others
    • Triage early, communicate clearly, escalate with complete context
    • Document decisions, reproduction steps, and next actions
    • Protect clarity: route non-support requests (quotes, sales, renewals) to the correct owner
    • Focus on durable solutions: reduce repeat issues through systems and knowledge