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Customer Support Specialist

RADAR
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New York City, NY$35/hr - $55/hrFull-timePosted 3w ago

About the role

Customer Support Specialist at RADAR, a YC-backed retail tech company building real-time data infrastructure for physical stores. Role focuses on helping store deployments, troubleshooting with cross-functional teams, and driving process improvements within Customer Operations and Store Support.

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 other 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.
  • 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.

Qualifications

  • 3+ years of experience in Helpdesk, Technical Support, or Customer Support roles.
  • Proven ability to explain technical concepts to non-technical audiences clearly and effectively.
  • Proficient SQL knowledge with the ability to analyze data and develop scripts that automate processes and drive team productivity.
  • Strong problem-solving, analytical, and organizational skills with a high attention to detail.
  • Experience using service desk management software to monitor KPIs and track customer issues.
  • Familiarity with ITIL frameworks, focusing on IT Service Management (ITSM) best practices.
  • Demonstrated ability to evaluate, escalate, and drive issues to timely resolution.
  • Ability to manage multiple priorities in a fast-paced environment while maintaining composure under pressure.
  • Excellent written and verbal communication skills.
  • Ability to work independently and collaboratively across teams.
  • Intermediate knowledge of Linux, Networking, Terminal. CMD, SSH and Telnet.
  • 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.
  • Comfortable working independently with minimal supervision and confidently managing customer escalations.
  • Available to work nonstandard schedule: Wednesday–Friday, 12:00–9:00 p.m. ET, and Saturday–Sunday, 9:00 a.m.–6:00 p.m. ET.

Skills

Required:SQLAutomation scriptingITIL/ITSM

Benefits

  • equity
  • comprehensive medical and dental coverage
  • life and disability benefits
  • 401k plan
  • flexible time off
  • paid parental leave
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About RADAR

RADAR is building technology to completely transform the in-store…

RADAR is a platform that combines RFID and computer vision to automate and augment retail store processes. Our technology offers unprecedented speed and location accuracy, which allows stores to: 1) Manage inventory efficiently, through automated inventory counts, improved in-store replenishment and instantaneous customer stock checks 2) Eliminate checkout lines altogether through our autonomous checkout tool. 3) Measure all customer-product interactions, giving physical stores the same insight into consumer behavior and product performance as online stores. https://goradar.com

artificial-intelligenceretail-tech
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