Bilingual Senior Specialist, Store Technical Support – French/English

RADAR

Join RADAR as a Senior Specialist Store Technical Support, providing bilingual support in a retail technology environment while enhancing operational efficiency.

Posted 5/8/2026full-timeRemote • 🇨🇦 CanadaSenior💰 CA$85,000 - CA$110,000 per yearWebsite

Tech Stack

Tools & technologies

ITSMLinuxSQL

About the role

Key responsibilities & impact

Serve as a primary point of contact for store-related technical support, assisting both external customers and internal stakeholders.
Partner with IT Engineering and 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.
Utilize Field Service Management tools to coordinate field dispatches and maintenance activities, minimizing customer impact.
Collaborate with vendors and hardware partners to coordinate and streamline maintenance dispatches and technical store visits.
Identify trends and recurring issues through data analysis to develop proactive solutions and process improvements.
Write and maintain reports and procedural 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.

Requirements

What you’ll need

You have professional proficiency in both English and French (written and spoken)
You have 3+ years of experience in Helpdesk, Technical Support, or Customer Support roles.
You have proven ability to explain technical concepts to non-technical audiences clearly and effectively.
You are proficient SQL knowledge with the ability to analyze data and develop scripts that automate processes and drive team productivity.
You have strong problem-solving, analytical, and organizational skills with a high attention to detail.
You have experience using service desk management software to monitor KPIs and track customer issues.
You have hands-on experience with Field Service Management tools to coordinate dispatches and maintenance operations.
You have familiarity with ITIL frameworks, focusing on IT Service Management (ITSM) best practices.
You have demonstrated ability to evaluate, escalate, and drive issues to timely resolution.
You have previous experience supporting retail customers or store environments.
You have the ability to manage multiple priorities in a fast-paced environment while maintaining composure under pressure.
You have excellent written and verbal communication skills.
You have the ability to work independently and collaboratively across teams.
You have Intermediate knowledge of:
Linux, Networking
Terminal. CMD
SSH and Telnet
You have strong customer-centric mindset and ability to foster positive relationships with partners and hardware teams.
You have flexibility to work additional hours as required to provide issue resolution.
You have the ability to participate in an on-call rotation schedule

Benefits

Comp & perks

equity
comprehensive medical and dental coverage
life and disability benefits
401k plan
flexible time off
paid parental leave

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SQLdata analysisautomation scriptsproblem-solvinganalytical skillsorganizational skillsLinuxNetworkingTerminalSSH

Soft Skills

communication skillscustomer-centric mindsetability to explain technical conceptsattention to detailability to manage multiple prioritiesflexibilitycollaborative skillsindependencecomposure under pressurecontinuous improvement