Network Support Specialist

Remote, USA /
Customer Success /
Full-time
At Density, we build one of the most advanced people sensing systems in the world. Density can tell you how many people are in any room in real-time, with very high degrees of accuracy, and without invading privacy. The result of distributing this platform is lower emissions, less waste, better access, safer buildings, and better designed cities. It is a long term pursuit and one we could use your help achieving.

Our product is being deployed globally by companies of all industries and sizes. What these customers have in common is space. Collectively they own, operate, and occupy billions of square feet of corporate real estate. As our customers and partners have found success with Density, their deployments, user volume, and support needs are growing. 

That’s where you come in.

The Opportunity:

As a Network Support Specialist, you’ll be our first line of defense for customer support requests across our email, chat, and phone platforms. 

You’ll become an expert on Density’s hardware and software solutions, and help our customers maximize value from the Density platform, and get timely answers to their questions. You’ll be the first point of contact for networking issues, validating bug reports and answering technical requests.

Ideal candidates are resourceful, quick learners, strong communicators, and exceptional executors, who are comfortable operating in a fast-paced environment with frequent context switching.

In this role you will:

    • Become a subject matter expert across our hardware and software solutions and how to troubleshoot common issues, such as network outages, misconfigurations, and advanced networking issues on customers' devices.
    • Work directly with users across email, phone, and chat to answer questions to efficiently resolve issues.
    • Contribute to help desk documentation to provide a more efficient customer experience.
    • Serve as an internal customer advocate and voice of the customer. Translate customer impact and sense of urgency into actionable tasks for Density Product and Engineering teams to accomplish.
    • Work in cross-functional teams to troubleshoot complex hardware, software, or data-related issues.
    • Escalate issues that are blocking successful resolution of customer issues, providing detailed information on bug reports and feature improvements

The ideal candidate will have:

    • 0-3 years in technical support, customer support, or customer success roles.
    • Understanding and knowledge of Networking and IT, Security, Computer Science, or related field and eager to learn more.
    • Technical understanding of networking fundamentals for ethernet, WiFi and cellular infrastructure, including DHCP and static provisioning, NTP, firewalls/ACLs, enterprise switching and low-voltage cablingAbility to research, troubleshoot and solve software issues.
    • Ability to troubleshoot API, integrations, and authentication issues preferredNot easily flustered, comfortable with difficult customers, disruption and frequent context switching.
    • Highly responsive self-starter; you’re the kind of person who jumps on tasks or requests the moment they come in.
    • Organizational master: nothing falls through the cracks, you’re great at keeping and checking off a to-do list and managing follow-ups. If someone gives you a task, it gets done. If someone asks you a question, it always gets answered.
    • Experience operating in a fast-paced environment where projects, products, and priorities change frequently.
    • Empathetic attitude with engineers and customers an overall strong team player.
    • Exceptional written and verbal communication skills.

What we bring:

    • A team hailing from places like Apple, Meraki, HashiCorp, Stanford, NASA, and beyond.
    • $100M from investors such as Kleiner Perkins, Founders Fund, and Upfront Ventures.
    • A work environment full of fun, smart, dedicated, and kind teammates.
    • Our principles - Be Humble, Seek Feedback, and Solve the Fundamental Problem.
    • Excellent health benefits including medical, dental, vision, mental, reproductive, and active. Mandatory PTO and more.
We are looking for candidates who are strong in several areas and have exposure to or interest in the others. Most of all, we are looking for candidates who see themselves as a meaningful addition to Density’s team and culture.