Technical Product Specialist
Do you enjoy mastering products both functionally and technically? We're looking for a person with the drive and desire to learn our software products inside and out. You don't have to be a coder, but you'll be the bridge between customers, our support team, and our developers. A background in customer support, development, or software solution implementation is a major plus. Great communication skills and the ability to troubleshoot and identify the root cause of problems is essential.
The position involves handling development escalated support issues, triaging them, investigating to identify the root cause, document findings and working with developers to reproduce and eventually resolve the issues. If you've ever had to work with technical support to resolve an issue, you'll understand the pain customers feel when the root cause of issues are not identified and resolved quickly.
The ideal candidate should be passionate about helping customers resolve their issues, be methodical and able to troubleshoot, and be able to communicate findings to software developers. Specific product knowledge is not required, but having experience developing, implementing or supporting software and tools used by IT professionals and Managed Service Providers (MSPs) is definite plus.
You'll be working on our Network Detective and Compliance Manager product lines used by thousands of Managed Services Providers world-wide. Learn more about at www.rapidfiretools.com
About RapidFire Tools
RapidFire Tools, a Kaseya company, is the maker of Network Detective, the industry leading IT assessment and reporting tool. Our products are used by thousands of IT professionals at hundreds of thousands of sites.
The Kaseya family of companies includes IT Glue, ID Agent, Spanning, Unitrends and other leading software providers for the Managed Service Providers (MSPs) and Small Medium Businesses (SMBs). As part of the Kaseya team, you will be part of one of the fastest growing IT solutions company in the world.
At RapidFire Tools, we foster a supportive work environment based on collaboration and innovation mixed with a bit of fun. Located at the intersection of Georgia 400 and Abernathy, directly across the street from the Sandy Springs MARTA station, we're conveniently located and easily accessible whether you live downtown or in the suburbs.
Prior experience with deploy complex software solutions or Tier 3+ technical support
Great communication skills both written and verbal
Bachelor's degree in a computer related field
IT Networking experience
Working with Jira for issue tracking