Job details

Senior Hardware Solutions Specialist

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Tenna is searching for a skilled and solutions-oriented Senior Hardware Solutions Specialist to join our team. In this role, you’ll act as a subject matter expert in hardware systems and device configurations, delivering hands-on technical support throughout the customer lifecycle. You’ll work directly with customers to diagnose and resolve hardware and software issues, while collaborating with internal teams and liaising with hardware vendors to manage field escalations and root cause analysis (RMA/RCA). You’ll also support product testing as part of new hardware development and launches. If you enjoy solving complex technical challenges, driving customer success, and contributing to continuous product improvement—this role is for you.

At Tenna, we believe the best is right in front of all of us, and that each day holds more potential than the one before. We believe every new discovery can lead to something better than we thought possible. When we boil it down, the top five qualities that define the Tenna Team are quality-obsessed, gritty, continuous learners, collaborative problem solvers, and just plain awesome. Sound like you? Join us as we empower our customers to control their mixed assets anytime, anywhere, on one comprehensive platform. Apply now!

Responsibilities:

Serves as a technical liaison, bridging the gap between internal teams, including but not limited to Sales, Customer Support, Implementation, and Customer Success
Provides hands-on technical support to customers, including on-site troubleshooting and issue resolution
Troubleshoots escalated customer issues and manages prioritized activities. Records effective notes in tickets and provides solutions to problems increasing customer satisfaction
Able to represent the company as a subject matter expert in hardware application and device configurations
Liaison with hardware vendors to support field escalations and obtain root cause analysis (RMA and RCA)
Support product testing as part of New Product Development and launch process
Utilize existing systems in conjunction with field conditions to offer practical insights into hardware best practices and troubleshooting processes
Takes ownership of client engagement and satisfaction, ensuring timely resolution of client issues
Proactively reviews accounts for tracker issues and engages with the customer and Account Manager to resolve them
Collaborate with the Customer Success Team to address hardware concerns of high-risk clients and rebuild relationships
Actively seeks opportunities to innovate and improve existing processes and tools
Identifies patterns and trends from observed data to report potential issues, achieve business goals, and solve issues
Looks for opportunities to streamline and improve processes and tools, discussing proposed changes with Management
Participates in training sessions to eliminate knowledge gaps and educate the team to maintain best-in-class support
Flexibly travels on short notice and weekends, up to 30% of the time, per current projects and customer needs
Triages escalated issues that cannot be solved in real-time by support, following Tenna's process
Adheres to proper safety protocols and standards

Job Requirements

Bachelor’s degree strongly preferred or equivalent
5+ years of experience in a Hardware Engineer role
3+ years’ experience in customer-facing roles such as Field Application Engineer, Product Management, or Technical Sales/Technical Customer Service roles
Strong understanding of diagnostic tools and methodologies for troubleshooting hardware and software issues
Demonstrated experience in providing hands-on technical support and issue resolution
Proficiency in Atlassian tools such as JIRA and Confluence
Demonstrated experience acting as a technical liaison between internal teams such as Sales, Customer Support, Implementation, and Customer Success
Excellent verbal and written communication skills, with the ability to document and communicate technical concepts effectively to non-technical stakeholders
Proven track record of successful customer engagement and satisfaction, focusing on timely issue resolution
Demonstrated desire to work collaboratively with internal and external stakeholders
Excellent independent problem-solving skills
Ability to identify patterns and trends from observed data
Actively seeks opportunities to innovate and improve existing processes and tools
Proactive attitude and ability to take ownership of tasks and projects

Benefits, Perks, & Additional Information:

Full-time opportunity
Location: Onsite in Langhorne, PA
Travel is required - 30%
Competitive compensation packages are offered
Opportunities for growth and personal development within a highly dynamic team

Robust, low-cost benefit packages offered
Benefit coverage begins on the first date of employment
Paid Time Off and Volunteer Time Off offered
401k match. Dependent Care offered

Employee referral bonuses

As an Equal Opportunity Employer, Tenna is committed to building a diverse team. We welcome different perspectives and opinions to foster innovation, authenticity, and excellence across all parts of our company, and are committed to providing employees with a work environment free of discrimination and harassment.

Average salary estimate

$100000 / YEARLY (est.)

min

max

$80000K

$120000K

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What You Should Know About Senior Hardware Solutions Specialist, Tenna

Join Tenna as a Senior Hardware Solutions Specialist in Langhorne, PA, where your expertise will shine in providing top-notch technical support and solutions for our hardware systems. In this dynamic role, you'll become the go-to expert for device configurations and customer inquiries throughout the entire lifecycle of our products. Imagine working closely with customers to tackle complex hardware and software challenges, while also collaborating with internal teams and hardware vendors to ensure swift resolutions. You’ll be involved in everything from troubleshooting escalated issues to facilitating root cause analysis, and your insights will be invaluable during new product launches and testing phases. At Tenna, we celebrate a culture that values quality, grit, and continuous learning, so if you enjoy problem-solving and making an impact, we want to hear from you! With a focus on intimate customer engagement, your task will be to proactively assess accounts and improve existing support processes, driving customer satisfaction and success. Don't miss out on the chance to join a team that believes every day holds more potential than the last. Ready to empower our customers and redefine what’s possible? Apply now and be part of something amazing with Tenna!

Frequently Asked Questions (FAQs) for Senior Hardware Solutions Specialist Role at Tenna

What are the main responsibilities of the Senior Hardware Solutions Specialist at Tenna?

The Senior Hardware Solutions Specialist at Tenna plays a critical role as a technical liaison across teams such as Sales, Customer Support, and Customer Success. This role involves providing hands-on support to customers, troubleshooting complex escalated issues, and managing communication with hardware vendors for root cause analysis. Additionally, this role supports new product development by testing products and offering best practices for hardware troubleshooting, ensuring a seamless customer experience.