Technical Support Specialist

Genasys is seeking a skilled and proactive Technical Support Specialist to join our support team. In this role, you will provide troubleshooting and escalation support for product technical issues, working closely with customer success, engineering, and product teams to ensure a high standard of service. The ideal candidate has strong technical expertise, excellent problem-solving abilities, and a commitment to delivering exceptional customer service.

Key Responsibilities

• Provide expert technical support to customers via phone, email, and chat.
• Effortlessly communicate effectively with customers to understand their issues, manage expectations, and provide updates on issue status.
• Swiftly diagnose and troubleshoot technical issues related to Genasys SaaS products (ALERT, EVAC, PROTECT, and CONNECT).
• Expertly guide customers through step-by-step solutions, ensuring a clear and positive support experience.
• Immediately escalate critical or unresolved cases to Level 3 support or engineering as necessary.
• Document troubleshooting steps, resolutions, and recommendations in the ticketing system.
• Assist in building and maintaining technical documentation, including FAQs, troubleshooting guides, and knowledge base articles, to support the team and improve customer self-service options.
• Participate in training and continuous learning to stay up to date on product features and updates.

Work Schedule- On Call :

This position requires flexibility, including weekend and after-hours work as part of a rotational on-call shift to ensure 24 / 7 / 365 coverage for our customers. During the on-call rotation, you will be expected to :

Requires Skills & Qualifications :

Certifications :

CJIS certification is required for this role. If not currently certified, candidates must obtain the certification within 90 days of hire. Genasys will cover all costs associated with certification and provide support for preparation and study time.

Preferred Qualifications :

About Genasys

At Genasys we're a motivated team of practitioners working together to address the public safety risks of climate change specifically as it relates to evacuation management and alert systems. We're based in the San Diego, CA but are a distributed team hailing from many parts of the globe all with the shared desire to create paths to safety for our customers. That is a responsibility we take seriously and is reflective in our core values of building trust, thinking big, and saving lives with technology. Come join us.

Genasys is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Posted by ApplicantPro