Job Specifications
Who We Are
Founded in 2016, Rhombus is on a mission to make the world a safer place with our centralized platform that combines intelligent cameras, sensors, and AI analytics to help organizations improve safety and operations at scale. We have a solid product-market fit, customers love us, and our solution makes a profound impact and difference in the world.
Rhombus was created by industry veterans and is also backed by incredible investors who believe in transforming the world of physical security with enterprise-grade technology that's accessible to any organization.
Who You Are
Here at Rhombus, everyone plays a critical role in achieving our mission to make the world safer with simple, smart, and powerful physical security solutions. No matter what team you're on, the work you do here makes a positive impact across the globe.
As a Technical Support Engineer, you'll be responsible for playing a key role in developing solutions to customer specifications and for customer support. These individuals will have a big impact within the company as you are usually the first line of communication with a customer and often the person that resolves any issues they might have. This role coordinates with a lot of different departments including Sales, Engineering and more.
What You'll Do:
Serve as trusted technical resource for customer inquiries, troubleshooting issues across software, hardware and network components
Implement new feature requests for customers and escalate feedback to the Product team
Collaborate with Engineering and Product teams to track issues related to new product launches and resolve technical product issues
Create support tracking metrics to demonstrate customer journey challenges to internal teams
Provide regular issue and trend reporting to improve product quality and service delivery
Troubleshoot system and customer issues to validate product and service defects
Analyze support workflows to recommend process improvements or automation opportunities to enhance contact avoidance strategies
What We're Looking For:
3+ years of experience in technical support, IT, or a related customer-facing technical role
Proficiency with support tools and ticketing systems (e.g., Zendesk, Jira, Salesforce)
Comfortable navigating and learning new software, APIs, and web platforms
Working knowledge of network devices such as switches, routers, and general IT troubleshooting
Strong written and verbal communication skills with a customer-first mindset
Previous experience working with SaaS products and providing support for new product features and enhancements
Familiarity with or willingness to learn tools like Postman, RESTful APIs, and log analysis
Experience with Python, HTML, JavaScript, or front-end debugging is a plus
Travel & Location
This is a hybrid position based in Charlotte, North Carolina. Candidates must be able to commute to the office 3 days a week.
Work Authorization
Candidates must be authorized to work in the U.S. without requiring sponsorship now or in the future.
Salary Range
$70,000 - $80,000
Additional forms of compensation, depending on the role, include sales incentives, discretionary bonuses, and equity in the company. Individual pay is determined based on the candidate's primary work/hiring location and additional factors, such as skills and experience, and relevant education, certifications, or training. Further details about compensation for the role can be discussed during the interview process.
Benefits
Competitive Salary & Equity Options
Flexible Schedule & Paid-Time Off
Excellent Healthcare Coverage
Generous Family Leave Policy
WFH & Workspace Supplies
Career Growth & Professional Development
Dog-Friendly Office & Pet Insurance
What We Value
Customers Come First: We're obsessed with improving our users' lives and constantly question how we can improve upon what already exists.
One Team: Innovating in the physical security industry can't be accomplished by just a single person, which is why we collaborate with exceptional individuals who inspire us to be our best.
Think Greater: We believe the best ideas can come from anywhere. We strive to create an open environment where individuals can contribute and make an impact.
Act with Integrity: We believe honest communication is key to success. We conduct business the way it should be - with high ethical standards and to always do what's right.
Rhombus is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace that reflects the communities we serve. We encourage applicants from all backgrounds and experiences to apply. We actively promote diversity, equity, and inclusion in our hiring practices and throughout our organization.
Build a Safer Future with Us!
About the Company
Our mission is to make the world safer with simple, smart, and powerful physical security solutions.
Rhombus is a customizable physical security platform that enables enterprise organizations to easily build a solution to meet their unique needs. Rhombus offers smart security cameras and sensors that seamlessly integrate with best-in-class solutions. With the Rhombus Platform, organizations can see, manage, and respond to critical events in real-time.
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