RACO Manufacturing & Engineering · 20 hours ago
Technical Support Specialist
Berkeley, CA
Full-time
Hybrid
Mid Level
$70K/yr - $90K/yrRACO Manufacturing & Engineering is a company focused on customer success, and they are seeking a Technical Support Specialist to manage technical support inquiries and ensure swift resolutions. The role involves troubleshooting technical issues, maintaining support documentation, and providing feedback to improve product and operational quality.
Consumer Electronics
Responsibilities
Own the support queue across channels (phone, chat, email/ticketing)
Classify issues (severity, product area, customer impact), prioritize, and assign/escalate
Ensure customers receive clear first response and next-step expectations
Diagnose and resolve hardware/software issues using structured troubleshooting
Reproduce issues when possible; document steps, workarounds, and fixes
Coordinate with Engineering/Ops when resolution requires code changes, hardware action, or process changes
Maintain escalation criteria and SLAs (what gets escalated, when, and how)
Create high-quality escalation artifacts (logs, reproduction steps, impact, customer context)
Track escalations through closure and ensure the customer is updated appropriately (in partnership with AM for relationship management)
Build and maintain support documentation, FAQs, troubleshooting guides, and runbooks
Drive self-serve adoption and AI-assisted deflection to keep support scalable
Identify recurring “how-to” requests and convert them into durable assets (articles, short videos, templates)
Identify trends and root causes; provide monthly themes and recommendations to Product/Engineering/Ops
Support quality improvements by linking customer issues to corrective actions (documentation, training, product fixes, manufacturing/process improvements)
Communicate clearly and calmly during incidents and escalations
Maintain customer confidence by setting expectations and meeting commitments
Work with Account Managers when relationship-level communication or renewals at risk
Monitor and manage support intake across phone/chat/email/ticketing
Maintain clear ticket notes, customer impact, and next steps
Close the loop with customers after resolution and confirm success
Maintain troubleshooting runbooks and knowledge base articles
Participate in cross-functional review of top issues (weekly) and recurring trends (monthly)
Maintain escalation hygiene with Engineering/Ops (clean handoffs, clear severity)
Backup on account management when needed
Qualification
Required
Strong troubleshooting skills across software + hardware-enabled systems
Excellent written communication (clear steps, crisp updates)
Calm under pressure; prioritizes by customer impact
Systems mindset: builds durable fixes, not repeated heroics
Comfortable partnering with Engineering/Ops and holding escalation quality high
Preferred
Experience with SCADA, remote monitoring, instrumentation or controls a plus
Experience with Water or Wastewater is a bonus
Company
RACO Manufacturing & Engineering
RACO Manufacturing & Engineering Co. We don’t just monitor critical infrastructure—we protect what matters most.
Founded in 1948
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase