Technical Support Engineer 1

The Technical Support Engineer 1 at HALOS is responsible for frontline customer support via telephone, email, and other channels. This includes diagnosing and resolving technical issues, managing customer orders, conducting client training, and providing feedback on the progress of inquiries.

To qualify for the Technical Support Engineer 1 position at HALOS, candidates should possess an Associate degree in Technology or have equivalent experience, along with at least 2 years of experience in a support or customer success environment. Proficiency in scripting, especially with Python, and basic knowledge of body-worn cameras are also required.

The hiring process for the Technical Support Engineer 1 role at HALOS typically spans 1-3 weeks. It includes an introductory meeting with the recruiting team, an interview with the department manager, an assessment interview, and a final meeting with the CEO before an offer is made.

Essential skills for a Technical Support Engineer 1 at HALOS include a strong customer service orientation, adaptability to a fast-moving environment, proficiency in scripting languages, and a basic understanding of body-worn cameras. Experience with various operating systems is also valuable.

HALOS offers a variety of benefits, including generous annual leave, healthcare plans that cover family members, learning and development opportunities, and a 401K plan, along with a work-from-home setup allowance and social initiatives.

In this role, prioritizing customer issues involves assessing the severity and impact of each problem on the customer’s operations. I would categorize issues based on urgency and complexity while ensuring timely communication to keep customers informed.

If unable to resolve an inquiry immediately, I would assure the customer that I'm focused on finding a solution, gather necessary information for a deeper investigation, and set a timeline for follow-up to maintain transparency.

Absolutely! I recall assisting a client with an urgent technical issue that was significantly impacting their operations. I stayed late to ensure they were fully operational before their next shift, which reinforced our customer relationship.

I have worked with Python to automate repetitive tasks, enabling me to troubleshoot and provide solutions more efficiently in previous roles. This experience has enriched my technical capability as a support engineer.

I remain calm and empathetic, listening actively to their concerns. I find that acknowledging their frustration and providing a straightforward plan of action helps to de-escalate tension and rebuild trust.

Effective communication involves active listening, summarizing what the customer has said to confirm understanding, and providing updates throughout the resolution process to keep them informed.

I have utilized various ticket management systems to log, track, and manage customer inquiries systematically. This experience has enhanced both my organizational skills and my ability to follow up on outstanding issues efficiently.

I make it a priority to regularly review product documentation, attend training sessions, and collaborate with the development team to stay updated on any new features or changes that might impact customer support.

Great customer service in technical support combines technical proficiency with strong interpersonal skills. It's essential to understand the customer's perspective, quickly diagnose issues, provide clear solutions, and ensure the customer feels valued throughout the process.

I'm excited about the opportunity to work at HALOS due to its innovative approach to security technology and commitment to customer satisfaction. I believe my passion for technology and dedication to help others aligns perfectly with HALOS's mission.