Technology Specialist (On-site Support)

Job description

RF Labs’ mission is to make the social and cognitive benefits of gaming accessible to all. We started with smart poker tables that allow for player insights, business intelligence, and automated broadcasting. Now, we are using our card game tracking technology to build the arcade of the future: Showdown. We're hiring a Technology Specialist to join our small team of A+ people and build our customer support processes, infrastructure, and internal tools while providing on-site support. WHY JOIN As a small, fast-paced team, we foster deep collaboration and ownership. You'll work directly with all members of the team and have a meaningful input across all aspects of the business - from initial concepts through to shipping products. Foundation Building: Help establish our core product and operation practices and shape the future of our technology and team culture. Collaborative Environment: Work alongside talented engineers and operators in an environment that values continuous learning and innovation. Direct Impact: Have a real voice in product direction and company strategy - your insights will directly impact our success. Growth Opportunities: As an early-stage company, all team members will receive many opportunities to take on leadership roles and expand their responsibilities as we grow. WHAT YOU'LL DO (RESPONSIBILITIES) We're looking for a Support Engineer who can lead our customer support operations and maintain high service quality. This role is critical for ensuring smooth operations at all Showdown venues and customer locations. We are looking for someone experienced who can take ownership of our support infrastructure and work closely with our operations team to deliver excellent service. - Manage live support operations: oversee B2B customer support for our own locations, card rooms, and tours, ensuring timely response to issues and maintaining high customer satisfaction. - On-site Support: Be available to support during the launch of our Showdown location in Alpharetta and future customer and Showdown deployments. - Monitor system performance: track table performance across all locations, coordinate software updates, and ensure all systems are running optimally. - Maintain support infrastructure:develop and update documentation in Notion, write release notes for product updates, manage Intercom for customer support, create training programs, and build a comprehensive knowledge base for common issues. - Focus on quality: track support metrics, create regular performance reports, and implement processes to maintain consistent service quality. - Build customer relationships: engage with venue owners, players, and staff to gather feedback, understand needs, and ensure their success with our products. - Coordinate with product team: work closely with developers to test new features, report bugs, and validate updates before release. - Lead support team: manage team schedules to ensure 24/7 coverage, develop best practices, and maintain high team performance standards. - Track and manage issues: use project management tools like Linear to track bugs, feature requests, and support tickets, ensuring efficient resolution and clear communication across teams. WHAT WE'RE LOOKING FOR (QUALIFICATIONS) We are looking for an engineer with strong operational experience and a track record of leading successful support teams. While formal education isn't required, we value demonstrated expertise in similar roles. - Strong support management skills: extensive experience managing enterprise support operations and deep understanding of customer service best practices. - Technical aptitude: proficiency with internal tools and systems, experience with documentation platforms, and understanding of basic troubleshooting processes. - Experience with networking and A/V systems: understanding of network infrastructure, audio/visual systems, and troubleshooting connectivity issues. Experience with hardware setup and integration is preferred. - Attention to detail: commitment to maintaining high service standards and creating thorough documentation. Strong focus on customer satisfaction and process improvement. - Problem-solving mindset: ability to handle complex support issues and implement efficient solutions. Experience with process optimization and team management. - Leadership approach: excellent communication skills and ability to work effectively with support staff, customers, and internal teams. - Programming and scripting skills: ability to use Python, JavaScript, or similar languages to create automated solutions and scripts for solving problems in real-time. Experience with API integration and data analysis is a plus. WHAT WE OFFER (COMPENSATION & BENEFITS) We'll treat you well. If there are any other benefits that are important to you, we'd like to hear. - Competitive salary and equity — multiple options based on your desire for ownership. - Collaborative work space — our team works in-person every day at the Atlanta Tech Village https://atlantatechvillage.com with private office space, an RF Table, and many other amenities. You also get the opportunity to meet employees from hundreds of other companies, compete in our weekly ping pong tournaments, and take part in frequent community events. And free snacks! - Free gameplay — all employees can play at any Showdown League tournament for free. We promote team members meeting with customers and seeing the product in action often. We also run test games frequently. - Hardware setup — new MacBook Pro, big display, accessories, and plenty of chips to shuffle with. - Flexibility — while we require in-person work for most employees (except remote hires), we offer flexible hours and unlimited paid time off. Is this role not the right fit? If you resonate with our mission and think your profile would be a great fit, send an email to contact@rf.team and pass along any information you believe is relevant.