Technical Support Specialist (sherlock Of the Support Queue)

Do you get a weird amount of satisfaction from solving the problem no one else could? Do you find yourself digging through logs, APIs, or scripts just to figure it out? Do you enjoy being the person others go to when things get complicated? Do you genuinely care about helping people—not just fixing tickets? If so… keep reading. The Customer Support team at RTA is looking for a Technical Support Specialist —someone who thrives in the deep end of technical problem solving while still showing up as a human‑first partner to our customers. This role is responsible for handling escalated support cases , serving as a technical leader for the support team , and helping our customers unlock the full value of our platform. You’ll balance strong people skills with deep technical expertise—from APIs, SQL, and scripting to system troubleshooting and AI/LLM‑driven solutions, including automation, integrations, and intelligent workflows. This role plays a key part not only in the success of our support team, but ultimately in the success of the fleets we serve. What We’re Looking For Feels at home on a healthy, accountable team—someone who can challenge and be challenged Passionately cares about our clients and the work they do (Our clients maintain everything from squad cars to school buses—what they do matters) Puts the needs of the team and the customer ahead of their own Is willing to do whatever it takes—yes, even the unglamorous stuff Loves to learn, grow, and stretch themselves consistently Thinks of themselves less, while not thinking less of themselves Is always looking for more: more to learn, more to solve, more to contribute Invests in others—coaching, teaching, and leveling up the team around them Specifically for this role, someone who: Thrives in complex troubleshooting across SaaS and on‑prem environments Can break down APIs, logs, scripts, and databases to find root causes Is comfortable working with: SQL (advanced querying + analysis) REST APIs (testing, troubleshooting, integrations) JavaScript + data flow logic PowerShell scripting Windows Server environments AI/LLM tooling (prompt engineering, API integrations, and automation workflows) Tools and debugging experience with: Postman New Relic Chrome DevTools (network tracing, API inspection, frontend debugging) Swagger (API Documentation) Can support and troubleshoot tools like: Crystal Reports Knowledge base articles and documentation Scripting library AI‑powered tools and integrations (chatbots, automation workflows, and API‑based solutions) Internal applications (C#, Python, JavaScript, support tools scripting, etc.) Acts as a technical escalation point for Tier 1 support Can translate complex technical issues into clear, helpful communication for customers Takes ownership of problems and sees them through to resolution Key Results Areas (aka Job Outcomes) Resolve escalated technical issues thoroughly, efficiently, and correctly Identify root causes—not just surface‑level fixes Maintain strong ownership of open issues and ongoing customer communication Educate customers so they can better use and benefit from the platform Document everything clearly—issues, steps taken, and resolutions Build or improve tools, documentation, and resources that help solve future issues faster Elevate the overall capability of the support team The Bottom Line You’ve made it this far, so congratulations. We are looking for ideal team players with an almost frightening intensity around solving problems, serving customers, and mastering their craft. This is not a “close enough” role. This is a figure‑it‑out, own‑it, make‑it‑better role. Total compensation: $75,000 – $90,000 (based experience) Work style: Hybrid (in‑office M/W/F) Benefits 401(k) + 6% Safe Harbor match (100% vested day one) Cigna PPO or HSA options with company contributions ($780–$1,950/year) Garner Health (HRA): up to $1,000 individual / $2,000 family Wellness rewards up to $350/year Virtual care + mental health support when you need it Access to legal plans, ID theft, EAP, STD & LTD benefits 99% of employees say RTA is a Great Place to Work - Great Place to Work Certified (3 years running) Reasonable Accommodation RTA is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need a reasonable accommodation to complete the application process or perform the essential functions of this role, please let us know. Equal Employment Opportunity RTA is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. Requirements We cannot accept any student visas or provide sponsorship at this time. #J-18808-Ljbffr