Customer Support Specialist

Customer Support Specialist

New York, NY

E-commerce got real-time data infrastructure decades ago. Physical stores still have not. RADAR is changing that. RADAR 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 1,400+ 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. RADAR 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. Join us if you want to work on a large, unsolved, technically challenging problem with an ambitious team building category-defining technology.

We 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.

In 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.

• 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.

Required:

• 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.
• Ability to participate in an on-call rotation schedule

Preferred:

• Previous experience supporting retail customers or store environments.
• Experience with automation frameworks or scripting languages (e.g., Bash, Python, PowerShell).
• Background in incident response or root cause analysis frameworks.
• Experience using API's (REST & GraphQL)
• Experience in managing multiple projects from start to finish and meeting deliverables.

At 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.

Research 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.