{"id":1262090,"url":"https://alion.io/job/radar-customer-support-specialist","title":"Customer Support Specialist","company":{"id":3777035,"name":"RADAR","domain":"goradar.com","url":"https://alion.io/company/radar-7","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":35,"max":55,"currency":"USD","period":"hour","gross":null,"usd_annual":110000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Bash","optional":false},{"name":"GraphQL","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Linux","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-08-31T20:42:53Z","employer_posted_date":"2026-09-18","last_verified_at":"2026-09-27T16:54:23Z","board_verified":true,"closed_at":null,"days_open":27,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":27},"description":"ABOUT US\nE-commerce got real-time data infrastructure decades ago. Physical stores still have not. RADAR is changing that.\nRADAR is building the data infrastructure layer for the physical world, starting with retail. Our hardware-enabled SaaS platform uses proprietary overhead sensors, software, and AI-powered analytics to locate every product in a store, continuously, down to the fixture. We are deployed across 1,500+ stores with retailers including American Eagle Outfitters and Old Navy, processing tens of billions of real-world events every day, delivering 99%+ accuracy in complex, noisy environments - at fleet scale.\nRADAR is one of the best-funded companies in retail technology, backed by a recent Series B financing at a $1 billion valuation. Inventory accuracy is only the beginning. We believe RADAR can become foundational infrastructure for the physical economy, powering new AI-driven commerce experiences across retail and beyond.\nJoin us if you want to work on a large, unsolved, technically challenging problem with an ambitious team building category-defining technology.\nOUR VALUES\nMission-Driven: We're transforming retail with cutting-edge technology and building something that truly matters.\nCollaborative Team: We thrive on curiosity, shared goals, and solving complex problems together.\nHigh Impact: You’ll make meaningful contributions from day one and help shape the future of our product and company.\nClear Communication: We value honesty, humility, and respectful dialogue-everyone’s voice matters.\nBalanced Lives: We work hard, but not at the expense of well-being. We respect time, boundaries, and life outside of work.\nDiverse Perspectives: We believe better ideas come from diverse backgrounds, experiences, and viewpoints.\nEmpathy-Driven Design: We build with deep respect for our end users, listening closely to their feedback and needs.\nABOUT THE JOB\nWe are seeking two dedicated Customer Support Specialists with a strong background in Helpdesk and Customer Support to join our dynamic team. The ideal candidate will combine solid technical expertise with excellent communication skills to effectively engage both technical and non-technical stakeholders.\nIn this role, you will partner closely with Engineering, Customer Experience, and other cross-functional teams to identify root causes of issues affecting store deployments and overall customer experience. You’ll thrive in a collaborative environment, drive projects to resolution, and champion process improvements that enhance RADAR’s operational efficiency and customer satisfaction.\nResponsibilities:\nServe as a primary point of contact for store-related technical support, assisting both external customers and internal stakeholders.\nPartner with IT, Engineering, and other cross-functional teams to troubleshoot, diagnose, and resolve issues impacting customer store deployments.\nDevelop and maintain SQL queries and automation scripts to streamline processes, improve team productivity, and SLA adherence\nManage and track support requests using service desk management tools, ensuring timely resolution and accurate documentation.\nDrive root cause analysis and ensure effective issue escalation and follow-up.\nMaintain strong communication with customers, providing clear explanations of technical issues in accessible, non-technical terms.\nContribute to a culture of continuous improvement within Customer Operations and Store Support processes.\nABOUT YOU\nRequired:\nYou have 3+ years of experience in Helpdesk, Technical Support, or Customer Support roles.\nYou have proven ability to explain technical concepts to non-technical audiences clearly and effectively.\nYou are proficient SQL knowledge with the ability to analyze data and develop scripts that automate processes and drive team productivity.\nYou have strong problem-solving, analytical, and organizational skills with a high attention to detail.\nYou have experience using service desk management software to monitor KPIs and track customer issues.\nYou have familiarity with ITIL frameworks, focusing on IT Service Management (ITSM) best practices.\nYou have demonstrated ability to evaluate, escalate, and drive issues to timely resolution.\nYou have the ability to manage multiple priorities in a fast-paced environment while maintaining composure under pressure.\nYou have excellent written and verbal communication skills.\nYou have the ability to work independently and collaboratively across teams.\nYou have Intermediate knowledge of: Linux, Networking, Terminal. CMD, SSH and Telnet\nYou have strong customer-centric mindset and ability to foster positive relationships with partners and hardware teams.\nYou have flexibility to work additional hours as required to provide issue resolution.\nYou are comfortable working independently with minimal supervision and confidently managing customer escalations.\nYou are available to work the required nonstandard schedule: Wednesday-Friday, 12:00-9:00 p.m. ET, and Saturday-Sunday, 9:00 a.m.-6:00 p.m. ET.\nPreferred:\nYou have previous experience supporting retail customers or store environments.\nYou have experience with automation frameworks or scripting languages (e.g., Bash, Python, PowerShell).\nYou have a background in incident response or root cause analysis frameworks.\nYou have experience using API’s (REST & GraphQL)\nYou have experience in managing multiple projects from start to finish and meeting deliverables. \nYou have experience working non-standard hours \nYou are based in or near the New York metropolitan area and can work from our New York office on Wednesdays and Thursdays. New York-based candidates are strongly preferred.\nAt RADAR, your base pay is one part of your total compensation package. This role is a non-exempt position at $35-$55 an hour (dependent on leveling) with eligibility for overtime. Individual pay is determined by work location and additional factors, including job-related skills, experience and relevant education or training.You will also be eligible to receive other benefits including: equity, comprehensive medical and dental coverage, life and disability benefits, 401k plan, flexible time off, and paid parental leave. The pay range listed for this position is a good faith and reasonable estimate of the range of possible base compensation at the time of posting. \nResearch has shown that women & underrepresented minorities are more likely to read lists of requirements and consider themselves unqualified if they don't meet every single one. This list represents what we're ideally looking for, but everyone has unique strengths & weaknesses, and we hire for strength & potential, not lack of weakness.","description_format":"text","description_chars":6670,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Equity","Flexible time off","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce"],"lifecycle":[{"event":"open","at":"2026-09-25T20:44:46Z"}],"liveness":{"score":27,"band":"fade","label":"Fading","p_open":1,"p_active":0.591,"p_room":0.45,"age_days":26,"expected_fill_days":17,"reasons":["conf:0","win:tail"],"computed_at":"2026-09-27T05:45:00Z"},"pay":{"stated_usd_annual":110000,"is_top_pay":true},"html_url":"https://alion.io/job/radar-customer-support-specialist","json_url":"https://alion.io/job/radar-customer-support-specialist.json","meta":{"generated_at":"2026-09-28T01:02:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":606,"day_limit":5000,"remaining_today":4394,"minute_limit":60,"resets_at":"2026-09-29T00:00:00Z"}}}