Technical Support Specialist (Diagnostic Tools & Software)

Join a growing technical support team that helps customers solve real-world problems with specialized diagnostic hardware and software. In this role, you’ll manage a ticket queue and make proactive outbound calls to troubleshoot issues, walk users through setup and connectivity, and document clear resolutions. If you’re comfortable working at speed, communicating calmly, and learning new tools quickly, this is a strong opportunity to build expertise in a niche, in-demand support environment.
 

Required Skills

• 1+ year of experience in technical support, help desk, service desk, or customer-facing troubleshooting
• Strong verbal and written communication (able to translate technical steps into plain language)
• Proven ability to document issues and resolutions clearly and consistently
• Comfort handling a high volume of tickets and phone-based troubleshooting
• Strong time management: able to prioritize, follow up, and close the loop with customers
• Professional, patient approach with frustrated or non-technical users
• Ability to learn new products and workflows quickly
• Collaborative, team-first mindset

Nice to Have Skills

• Experience supporting specialized diagnostic devices or field-deployed hardware/software products
• Familiarity with vehicle diagnostics concepts (OBD-II fundamentals, modules, connectivity, etc.)
• Exposure to OEM or manufacturer-specific software ecosystems (installation, updates, licensing, connectivity)
• Experience with HubSpot or other CRM/ticketing systems
• Background creating/updating knowledge base articles or improving support processes

Preferred Education and Experience

• 1–3 years in a technical support, customer support, or help desk environment
• Automotive, electronics, or technical trade exposure is helpful, but not required (training provided)

Other Requirements

• Full-time, on-site role in Olathe, KS
• Willingness to make proactive outbound calls as part of the troubleshooting process
• Comfortable escalating complex issues and providing clean handoff notes to higher-tier support
• Certifications are welcome but not required

Salary: $42,000 - $45,500