Technical Support Specialist

Job description

**About Perry Weather** Perry Weather is the weather safety standard for organizations that operate outdoors. We combine on-site weather hardware with a software platform that automates alerts, siren activations, and safety decisions for more than 3,000 organizations — from the PGA of America, the NFL, and MLB to Turner Construction, thousands of school districts, cities, and golf courses. We've grown 80%+ annually for five consecutive years, and are continuing to grow. We're headquartered in Dallas at The Centrum, in the Oak Lawn neighborhood, where our teams work together every day to help organizations make faster and safer decisions when weather puts people, assets, and operations at risk. **About the Role** Our customers rely on Perry Weather to protect their people and assets every day and trust our platform to run without intervention. If weather readings deviate during critical activity or an alert doesn't fire the way someone configured it, that trust is on the line. They want to know what happened, why, and that it's fixed. They want it quickly, and they want it from someone who understands the system as well as the people who built it. We're looking for a Technical Support Specialist who wants to understand Perry Weather’s products at a level most support people never reach and who gets energized by walking customers through their most frustrated situations. You’ll learn our hardware down to the sensor and our software down to the data model. Most resolutions require hands-on support, which could mean live phone calls with a facilities director standing on a roof next to the device or digging through databases to prove a pattern nobody had spotted yet. You pair deep technical expertise with eager hospitality, delighting customers during every interaction. **Responsibilities** Master the hardware and the software - Become our most fluent non-engineer on the device fleet: sensors and calibration, connectivity, power, enclosures, install realities, firmware behavior, and how each hardware generation actually fails in the field. - Get hands on the devices in our warehouse so you know what customers are looking at, and build working relationships with manufacturing, field services, and hardware engineering that let you get answers fast. - Learn the software the same way. Org hierarchy and permissions, alerting logic, thresholds, integrations, and reporting. The workarounds and the don't-do-thats, not just the happy path. Resolve it, don't route it - Own issues from first contact through actual resolution across email, phone, and chat, including the ones nobody has seen before. - Troubleshoot live and out loud. Being calm and clear with a customer who is at the device, in the weather, with no technical background and no time is a real part of this job. - Diagnose with data. Read Grafana for device telemetry and fleet health, query our BI tools to see what's happening across accounts, and use Zendesk analytics to understand the queue instead of just the top of it. - Escalate well. When something belongs with hardware or engineering, hand it over with device IDs, timestamps, telemetry, environment, and clear reproduction steps, then stay on it until the customer has an answer. Close the loop - Find the systemic problem behind the ticket. One confused customer is a data point. Five is a bad default, a documentation gap, or a bug, and naming it is your job. - Be a real input to the roadmap. You'll see friction, failure modes, and unmet needs earlier and more often than anyone in the building. Bring that to product and hardware with the evidence behind it, and expect it to shape what we build and what we fix. - Work with hardware and install teams on RMAs and failure patterns that should influence the next revision of the device. - Write the playbooks and help articles so the answer you found once doesn't get found again. - Automate as much of your own job as you can, and help drive contact rate down. The best result is a customer who never needed to write in. **Requirements** - 3+ years supporting a technical, complex product where you owned the resolution. Hardware-enabled SaaS, IoT, telematics, physical security, or environmental sensing is a big plus. - Real hardware curiosity. You want to open the unit up and see how it works. Hands-on experience with electronics, installs, or tinkering counts for a lot here. - Technical fluency across software. You can look at an account’s configuration, event logs, and audit trails to reconstruct what actually happened faster than anyone else. - Comfort in dashboards and BI tools — Grafana, Looker, Zendesk Explore or similar — and the ability to get from "this customer says X" to what the data shows across 6,000 devices. - Strong verbal and written communication skills, with a trustworthy presence and ability to deliver technical or negative news in a confident, easy to understand way. - High agency and sense of urgency — you bring proposals instead of waiting for direction and nothing falls through the cracks when you’re assigned to a case. - Composure when three customers need help at once and the weather isn't cooperating. - You want to be great at this work. We want someone who's energized by the front line rather than passing through it. **Benefits** - **You'll want to come into the office.** Our Oak Lawn office isn't just a place to sit — it's where ideas move fast and culture stays strong. The whole team is here Monday through Friday, which means real collaboration, no chasing people down over Slack, and a genuinely fun place to spend your work days. - **Your wellbeing is covered.** Competitive health insurance, 401(k) with employer matching, and a full suite of voluntary benefits, because you shouldn't have to think twice about the basics. - **Good people, good times.** Monthly All-Hands, Office Olympics, happy hours, and more. We take the work seriously and the culture seriously too. - **You're getting in early, and that matters.** We're growing fast, but the biggest opportunities are still ahead. The people joining now will help shape what Perry Weather becomes.