Technical Support Specialist

About Rekor 

Rekor is a leading AI-driven technology company transforming roadway intelligence and infrastructure management. Through powerful software, edge devices, and computer vision, we empower government agencies, law enforcement, and businesses to make data-informed decisions in real time. 

Position Summary 

We are seeking an ambitious and savvy technical support engineer to join our growing team. You will learn how our products function and pick up on the industry’s latest technologies. You will use your strong communication skills while working with our clients and partners to provide technical assistance and customer support. As a technical support engineer, you will be able to resolve most inquiries on the spot, delivering exceptional customer service experience. Through multiple channels of communication in our ticket management system, you will respond to queries, diagnosis, and isolate problems, and determine solutions to resolve issues. This position will have a shared responsibility of extended support coverage which includes evenings, night, and weekend shifts. You will report to our Global Technical Support Operations Manager. In this role, you will build on your customer relation skills while enhancing your technical skills working with our products, technical support, product engineering teams.  

Role and Responsibilities  

• Serve as the first point of contact for the Rekor customers, as well as handling delicate customer situations.  
• Provide technical assistance and support for incoming queries and issues related to our Rekor applications and solutions, including our IoT and Edge hardware products
• Solve customer problems independently and/or in collaboration with the technical support and engineering teams
• Serve as a subject matter expert on all of Rekor’s hardware and software solutions
• Record inquiries, events and problems and their resolution in our ticketing system.
• Ensure compliance with SLA and Technical Support policies.
• Other duties as assigned by management.

Qualifications and Education Requirements  

• Associate’s degree in Computer Science or equivalent. Bachelor’s degree preferred. 
• 2+ years of experience as a technical help desk agent or other technical support role
• Strong Linux experience: comfortable working through Linux Terminal and Windows Command Prompt; comfortable installing programs in Linux and Windows; experience writing Linux shell scripts from scratch (Bash, Python, etc.)
• Excellent communication skills
• Solid understanding of computers systems and software applications
• Keen attention to detail and interest in problem-solving
• Strong knowledge of computer networking
• Experience configuring network routing (firewalls, port forwarding, etc)

Preferred Knowledge, Skills and Abilities 

• Basic understanding of web server-client interactions including data-serialization via JSON
• Knowledge of common camera settings (shutter, ISO, resolution, etc)
• Knowledge of cellular network connectivity (APN, SMS, RSRQ, etc)
• Knowledge of video streaming protocols and codecs (RSTP, HTTP, MJPEG, H264, etc)
• Strong interpersonal skills and ability to interact with varying personalities and defuse sensitive situations under pressure
• Strong organizational and time-management skills, including ability to handle multiple tasks simultaneously 
• Ability to perform database maintenance
• Ability to diagnose and resolve technical issues
• Fluency in other languages is a plus

Rekor is an equal opportunity employer M/F/D/V. It is the policy of Rekor Systems not to discriminate or allow the harassment of employees or applicants on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by law in all employment practices. We also make all reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.

Rekor Systems Executive Leadership team is fully committed to the principles of equal employment opportunity.