Technical Support Engineer

The Elevator Pitch

Evolv is looking for a Technical Support Engineer to join our steadily growing team. In this role you will interact and support customers, partners and field service engineers. Acting as a trusted advisor in Evolv’ s technology. We keep people of all ages safe in schools, hospitals, stadiums and more. You will be helping keep people safe by supporting Evolv Express, weapon detection system, including our cutting-edge data analytics portal.

Success in the Role: What are performance outcomes over the first 6-12 months you will work toward completing?

• In the first 30 days, you will:
  
  
  • Learn and understand the product, and product issues enough to assist with customer support.
  
  
  • Shadow the rest of the support team working on customer issues.
  
  
  • Assist with scheduled remote system upgrades and maintenance.
  
  
• Within three months, you will:
  
  
  • You will be a noticeable contributor to support tickets and able to handle common problems on your own.
  
  
  • Proficient in the tools and diagnostics procedures to work independently on customer issues.
  
  
  • Able to identify issues that need to be escalated for more involved troubleshooting.
  
  
  • Familiar with adjacent products, such as integrations into 3rd party security applications and platforms.
  
  
• By the end of the first year, you will:
  
  
  • A trusted support resource, able to determine / resolve common support issues and reliably respond to requests when needed.
  
  
  • Able to support Evolv security systems and adjacent products including integration with 3rd party security applications and platforms.
  
  

The Work: What type of work will you be doing? What assignments, requirements, or skills will you be performing on a regular basis?

• Support Evolv customers and partners by delivering technical solutions, guidance and anticipating our end user needs, to ensure our systems and software keep detecting
  
• Learn Evolv technology and world class security solution to


• Provide exceptional customer relationship management.


• Work with field engineers to assist on-site teams in resolving complex issues


• Become a subject matter expert in product functionality and use to drive customer-based Solutions


• Utilize provided tools, platforms, and procedures to troubleshoot and diagnose issues remotely


• Ensure that Evolv system issues are evaluated and resolved in a timely fashion and communicate progress directly with customers


• Document and track issues and customer interactions in the Evolv Service and Support Platform


• Work with customers when adjustments need to be made with installed products and make suggestions to improve the operation.


• Provide after-hours support frequently
  

Your success in this role will pivot around:

• Working independently to resolve customer, field service, and team issues while assisting the management team in the overall customer experience.
  
• Product expertise to support customers and peers
  
• Applying logic to a situation and working creatively when information may be disjointed or missing
  
• Provide World Class Support to our customers
  
• Partnering with Engineering teams, field teams, and customer success teams to provide wholistic and meaningful solutions
  

What is the leadership like for this role? What is the structure and culture of the team?

• You will be joining the Technical Support Team. The 5+ person team comprises other technical support engineers, Customer Success, and Revenue organizations. This role reports to the Director of Technical Support.
  
• The team culture is one based on building trust, collaboration, and ongoing development through kindness, authenticity, courage, drive, and fun!
  

Where is the role located?

• The location of this role is flexible and can be done remotely. Training for this position will be at our headquarters in Waltham, Massachusetts.
  

Benefits

If you want to solve one of the most difficult issues of our time and save lives doing it, you want to work at Evolv. We are passionate, knowing that what we do and how we do it can affect life or death situations for our customers. At Evolv, you will have unparalleled exposure to all aspects of our business, working with a talented team that shares our vision for a safer world. If you are inspired by invention and gain satisfaction from seeing how your work impacts the bigger picture, Evolv will be a great fit.

• Equity is an important component of every compensation package


• Flexible work environment


• Unique culture


• Medical and dental insurance


• 401(k) plan


• Unlimited vacation policy


• $300 per quarter to spend on the perks that are most meaningful to you


• Tuition Reimbursement
  
  

Evolv Technology (“Evolv”) is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We welcome and encourage diversity in the workplace, and all employment decisions are made without regard to race, color, religion, national, social or ethnic origin, sex (including pregnancy), age, disability, HIV Status, sexual orientation, gender identity and/or expression, veteran status, or any other status protected by law in the locations where we operate. Evolv will not tolerate discrimination or harassment based on any of these characteristics.

Evolv is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. If you need a reasonable accommodation as part of the job application process, please connect with us at [email protected].