Superpedestrian: Technical Support Specialist
84 Hamilton Street
Cambridge, MA 02139

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Superpedestrian is seeking a multifunctional Technical Support Specialist to fulfill a hybrid role. The position requires a detail-oriented applicant who can handle assisting both internal co-workers and external customers. 75% of your time will be spent in a helpdesk capacity assisting in resolving a variety of internal IT issues. You will also assist the customer service team in responding to inquiries of a technical nature. Up to 25% of your time will be spent traveling to assist Superpedestrians global fleet deployment customers.

This is an exciting position at a rapidly growing startup that will offer the chance for growth as you both work internally to improve our IT processes, and travel globally to assist with micromobility deployments. This is a unique opportunity for someone with IT experience looking to expand into a business role.

What youll do:

  • Provide your co-workers with exceptional support with a wide range of IT issues.
  • Lead IT projects to help grow our internal infrastructure.
  • Aid in procurement of IT assets and own their inventory and upkeep.
  • Respond directly and independently to customer service inquiries of a technical nature and recommend escalations to software team if needed.
  • Be empowered to implement original solutions and create new service protocols .
  • Work closely with engineers, software developers, product managers, and other support staff to provide comprehensive technical support for all of Superpedestrians products.
  • Help implement a new customer service program for Superpedestrians B2B micromobility fleet customers.

What were looking for:

  • BA/BS in a STEM field and/or 4+ years in a helpdesk role - external or internal facing
  • Strong interpersonal skills
  • Experience troubleshooting basic networking, including wireless, switches and firewalls
  • Experience supporting Mac and Windows users
  • Experience communicating with technical and non-technical coworkers
  • Experience speccing and purchasing technical equipment and software
  • The ability to provide compassionate, empathetic responses and solutions to complex problems
  • The ability to independently provide accurate resolutions to customer service problems upon completion of training
  • The ability to effectively prioritize and manage your own time
  • Highly proficient in verbal communications, including strong phone skills
  • A natural interest in mechanical and technical systems
  • The ability to travel domestically and internationally approximately 25% time

Tools we use:

  • OS: Windows, OSX, Ubuntu or other Debian based OS
  • GSuite, Jira/Confluence, Solidworks, Office 365, Zoom, Salesforce
  • Platforms: Cisco, AWS
Full-time