Technical Support Specialist

Rollease Acmeda

Technical Support Specialist providing technical support and customer service for Rollease Acmeda products. Collaborating with clients and internal departments to ensure satisfactory resolutions and product knowledge.

Posted 7/9/2026full-timeTampa • Florida • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Provide programming and integration interfacing support for all Automate products
Provide basic related hardware system support to assist customers select the appropriate mechanical accessories for the use of automate products in system applications
Identify root-cause analysis and resolve faults both remotely and at client sites if required
Guide associates and/or clients usually over the phone to help set up systems and/or resolve issues
Troubleshoot system and basic network problems, and/or third-party systems that are required to work with Automate products
Expertly diagnose user / installer setup faults
Follow diagrams and written instructions to resolve issues
Maintain ticketing system framework by adding new solutions to the knowledge base and logging all support calls and emails
Facilitate and initiate to replace faulty product and escalate/refer to appropriate parties to initiate replacements
Record customer notes on specified CRM or company systems
Establish good working relationship with b2b customers and other professional end users
Test, evaluate and learn about new products as required prior to product launch
Learn about other related mechanical products that is used with Automate
Collaborate and support other departments, Product Management, Customer Service, and Inside Sales
Document and publish issues and solutions in the Automate Technical Support Knowledge Base
Participate in on site customer product presentations and dealer training sessions
Other duties as may be required from time to time

Requirements

What you’ll need

Three to five years’ experience in a technical sales support/customer service role
Information Technology Networking or equivalent experience in a technical discipline
Proficient in computer system applications including MS Office 365 suite, Online CRM Suite or similar
A passion and aptitude for technology, i.e., experience in a similar technical role
Demonstrates Company Core Values: Consideration, Cooperation, Accountability, Innovation.
Ability to remain patient, courteous, and polite when helping customers set up, or trouble shoot systems
Familiarity with control systems such as Amazon Alexa, Google Home Assistant, IFTTT, Smart Things or others
Excellent interpersonal, presentation, written and oral communication, problem-solving, and organizational skills
Ability to work in a fast-paced, deadline focused environment
Ability to work independently and multi-task
Light travel required, up to 10%

Benefits

Comp & perks

Professionally designed open office work environment to support team collaboration – HQ Only
On-site Gym and Game Room - HQ Only
Paid Holidays - Including company-wide holiday shutdown
Business casual dress code
Generous Paid Time Off
Medical, Dental, and Vision Benefits effective the first of the month following 30 days of hire
Employer Paid Short Term Disability, Travel Insurance, Life Insurance, and Employee Assistance Program
Voluntary benefits including Long Term Disability and Pet Insurance
401K with Employer Matching Dollars
Wellness Reimbursement Program
Tuition Assistance Program
Global company with offices in the US, AU, and EU
Ability to work in a growing company where your talents and skills can have a positive impact
Company social events throughout the year and monthly lunches!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

TroubleshootingRoot-Cause AnalysisSystem IntegrationTechnical SupportCRM Applications

Soft Skills

Interpersonal SkillsProblem-SolvingOrganizational SkillsPatienceCourtesy