Senior Specialist Store Technical Support

ABOUT US

At RADAR, we're transforming the way the world thinks about physical retail. RADAR has raised over $104M from top investors, retailers, and strategics and works with some of the world's top billion-dollar global retailers. We’re building the future of in-store experience where every product and every person can be precisely located in real time.

Our platform combines RFID and AI to unlock hyper-accurate product visibility and automation at scale. From real-time inventory tracking to seamless checkout experiences, our technology empowers some of the world’s largest retailers to streamline operations, reduce loss, and elevate both employee and customer experiences.

We’re a fast-growing, mission-driven startup where bold ideas, collaboration, and impact are at the core of everything we do. Join us as we reshape the physical world with digital precision, starting with retail and expanding far beyond!

ABOUT THE JOB

We are seeking a dedicated Senior Specialist Store Technical Support  with a strong background in Helpdesk and Customer Support to join our dynamic team. The ideal candidate will combine solid technical expertise with excellent communication skills to effectively engage both technical and non-technical stakeholders.

In this role, you will partner closely with IT Engineering, Customer Operations, and other cross-functional teams to identify root causes of issues affecting store deployments and overall customer experience. You’ll thrive in a collaborative environment, drive projects to resolution, and champion process improvements that enhance RADAR’s operational efficiency and customer satisfaction.

Responsibilities

• Serve as a primary point of contact for store-related technical support, assisting both external customers and internal stakeholders.
• Partner with IT Engineering and cross-functional teams to troubleshoot, diagnose, and resolve issues impacting customer store deployments.
• Develop and maintain SQL queries and automation scripts to streamline processes, improve team productivity, and SLA adherence
• Manage and track support requests using service desk management tools, ensuring timely resolution and accurate documentation.
• Utilize Field Service Management tools to coordinate field dispatches and maintenance activities, minimizing customer impact.
• Collaborate with vendors and hardware partners to coordinate and streamline maintenance dispatches and technical store visits.
• Identify trends and recurring issues through data analysis to develop proactive solutions and process improvements.
• Write and maintain reports and procedural documentation.
• Drive root cause analysis and ensure effective issue escalation and follow-up.
• Maintain strong communication with customers, providing clear explanations of technical issues in accessible, non-technical terms.
• Contribute to a culture of continuous improvement within Customer Operations and Store Support processes.

ABOUT YOU

Required:

• You have 3+ years of experience in Helpdesk, Technical Support, or Customer Support roles.
• You have proven ability to explain technical concepts to non-technical audiences clearly and effectively.
• You are proficient SQL knowledge with the ability to analyze data and develop scripts that automate processes and drive team productivity.
• You have strong problem-solving, analytical, and organizational skills with a high attention to detail.
• You have experience using service desk management software to monitor KPIs and track customer issues.
• You have hands-on experience with Field Service Management tools to coordinate dispatches and maintenance operations.
• You have familiarity with ITIL frameworks, focusing on IT Service Management (ITSM) best practices.
• You have demonstrated ability to evaluate, escalate, and drive issues to timely resolution.
• You have previous experience supporting retail customers or store environments.
• You have the ability to manage multiple priorities in a fast-paced environment while maintaining composure under pressure.
• You have excellent written and verbal communication skills.
• You have the ability to work independently and collaboratively across teams.
• You have Intermediate knowledge of:
  • Linux, Networking
  • Terminal. CMD
  • SSH and Telnet
• You have strong customer-centric mindset and ability to foster positive relationships with partners and hardware teams.
• You have flexibility to work additional hours as required to provide issue resolution.
• You have the ability to participate in an on-call rotation schedule

Preferred:

• You have experience in  field service coordination.
• You have experience with automation frameworks or scripting languages (e.g., Bash, Python, PowerShell).
• You have a background in incident response or root cause analysis frameworks.
• You have certifications such as CompTIA Network+, Linux+, ITIL Foundation, or equivalent.
• You have intermediate knowledge of JavaScript 
• You have experience using API’s (REST & GraphicQL)

At RADAR, your pay is one part of your total compensation package. This role is a non-exempt position at $40-$55 an hour with eligibility for overtime. Individual pay is determined by work location and additional factors,  including job-related skills, experience and relevant education or training. You will also be eligible to receive other benefits including: equity, comprehensive medical and dental coverage, life and disability benefits, 401k plan,  flexible time off, and paid parental leave. The pay range listed for this position is a good faith and reasonable estimate of the range of possible base compensation at the time of posting.  

Research has shown that women & underrepresented minorities are more likely to read lists of requirements and consider themselves unqualified if they don't meet every single one. This list represents what we're ideally looking for, but everyone has unique strengths & weaknesses, and we hire for strength & potential, not lack of weakness. 

Use of artificial intelligence or a LLM such as ChatGPT during the interview process will be grounds for rejection of your application process. 

CULTURE SNAPSHOT

Mission-Driven: We're transforming retail with cutting-edge technology and building something that truly matters.

Collaborative Team: We thrive on curiosity, shared goals, and solving complex problems together.

High Impact: You’ll make meaningful contributions from day one and help shape the future of our product and company.

Clear Communication: We value honesty, humility, and respectful dialogue—everyone’s voice matters.

Balanced Lives: We work hard, but not at the expense of well-being. We respect time, boundaries, and life outside of work.

Diverse Perspectives: We believe better ideas come from diverse backgrounds, experiences, and viewpoints.

Empathy-Driven Design: We build with deep respect for our end users, listening closely to their feedback and needs.