Senior Technical Specialist, Retail Systems
The Senior Technical Specialist, Retail Systems at RADAR serves as the primary point of contact for store-related technical support, assisting both external customers and internal stakeholders. This role involves partnering closely with IT Engineering, Customer Operations, and other cross-functional teams to troubleshoot, diagnose, and resolve issues impacting customer store deployments. The specialist is responsible for developing and maintaining SQL queries and automation scripts to streamline processes, improve team productivity, and ensure adherence to service level agreements. Additionally, the role includes managing and tracking support requests using service desk management tools, coordinating field dispatches and maintenance activities, and collaborating with vendors and hardware partners to minimize customer impact. The specialist also identifies trends and recurring issues through data analysis to develop proactive solutions and process improvements, writes and maintains reports and procedural documentation, drives root cause analysis, and ensures effective issue escalation and follow-up. Maintaining strong communication with customers by providing clear explanations of technical issues in accessible, non-technical terms is also a key responsibility.
The ideal candidate has 3+ years of experience in Helpdesk, Technical Support, or Customer Support roles, with proven ability to explain technical concepts to non-technical audiences clearly and effectively. Proficiency in SQL, including the ability to analyze data and develop scripts that automate processes and drive team productivity, is essential. Strong problem-solving, analytical, and organizational skills with high attention to detail are required. Experience using service desk management software to monitor KPIs and track customer issues, as well as hands-on experience with Field Service Management tools to coordinate dispatches and maintenance operations, is necessary. Familiarity with ITIL frameworks, focusing on IT Service Management (ITSM) best practices, and demonstrated ability to evaluate, escalate, and drive issues to timely resolution are also important. Previous experience supporting retail customers or store environments, the ability to manage multiple priorities in a fast-paced environment while maintaining composure under pressure, excellent written and verbal communication skills, and the ability to work independently and collaboratively across teams are required. Intermediate knowledge of Linux, Networking, Terminal (CMD), SSH, and Telnet is also necessary. A strong customer-centric mindset and ability to foster positive relationships with partners and hardware teams, flexibility to work additional hours as required to provide issue resolution, and the ability to participate in an on-call rotation schedule are also required.
Preferred qualifications include experience in field service coordination, experience with automation frameworks or scripting languages (e.g., Bash, Python, PowerShell), a background in incident response or root cause analysis frameworks, certifications such as CompTIA Network+, Linux+, ITIL Foundation, or equivalent, intermediate knowledge of JavaScript, and experience using APIs (REST & GraphQL).
At RADAR, compensation for this role is $40-$55 per 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. Additional benefits include equity, comprehensive medical and dental coverage, life and disability benefits, a 401k plan, flexible time off, and paid parental leave.
RADAR is a fast-growing, mission-driven startup where bold ideas, collaboration, and impact are at the core of everything we do. We value clear communication, balanced lives, diverse perspectives, and empathy-driven design. Joining RADAR means contributing to transforming retail with cutting-edge technology and building something that truly matters.