At ROAR, our wearable safety buttons let hotel and healthcare workers call for help the moment they need it. Every one of those systems depends on someone who installs it right and keeps it running. As our Field and Support Technician, you’ll split your time between customer sites and your home office. You’ll spend one three-week block on-site leading installs of our Bluetooth-mesh Staff Duress System, then two blocks giving Tier 2 remote support to customers and fellow installers. The dual role allows you to own a deployment from the first beacon to final handoff, then help those same customers keep their systems healthy long after go-live. Your schedule is published a quarter ahead, and field work stays Monday to Friday. Weekend work is rare and requires customer approval, and overnight stays come with lodging and per diem.
In the field
- Ensure installation process of ROAR’s Staff Duress System, is completed in a timely manner and in accordance with the installation requirements for each location/job site. This may occur working solo or directing an on-site team and third-party partners
- Mount and configure Bluetooth beacons, gateways, and networking equipment throughout customer facilities, following site floor plans and placement guidelines to ensure full coverage, reliable connectivity, and accurate location reporting
- Test the finished system end to end, verifying alert activation, location accuracy, and notification delivery across the site, and resolve any issues before handover
- Update site documentation, train customers on using the system, and hand over a stable, working system to the client and ROAR Support
- Represent ROAR on site with a professional appearance, clear communication, and courtesy toward customers, staff, guests, and patients
- Keep projects on schedule and flag delays early
- Work on sites under active construction when needed, using proper PPE and following OSHA safety standards
On support
- Provide Tier 2 technical support through direct customer interactions and Support Desk escalations. Collaborate with internal teams to resolve complex issues and escalate critical concerns to leadership as needed, ensuring clear communication and timely resolution
- Remotely troubleshoot and resolve issues involving wireless communication devices, Bluetooth mesh networks, mobile devices, network gateways, and internet connectivity, ensuring issues are tracked through resolution
- Provide remote technical support to field installers during system deployments, assisting with system configuration, troubleshooting, testing, and issue resolution to ensure successful installations
- Prepare for upcoming installs (site pre-reads, kit checks) and follow up after them (documentation, post-install checks)
- Maintain accurate and timely documentation of all work performed, ticket updates, troubleshooting steps, and resolutions within the ticketing system
- Identify and recommend improvements to operational processes, technical documentation, and troubleshooting procedures. Share product feedback and insights gained from customer interactions and field support to help improve product functionality, reliability, and overall customer experience
You’ll have a clear path to grow here, with opportunities to advance through our support tiers and take on a leadership role in training new deployment partners.
Physical requirements
- Ability to use hand and power tools, climb extension ladders, and lift or carry up to 50 pounds.
- The position requires prolonged periods of standing and walking, as well as occasional sitting, bending, reaching, and other physical activities associated with equipment installation and troubleshooting.
- Ability to work outdoors year-round and in varying weather conditions, including heat, cold, rain, and snow.
- Must be able to perform the essential functions of the position, with or without reasonable accommodation.
Required qualifications
- Associate degree in networking, information technology, or a related technical field, or demonstrated working equivalent supporting network infrastructure.
- Experience deploying, configuring, and troubleshooting wireless technologies (such as Wi-Fi, BLE, and Zigbee) and associated networking equipment, gateways, and IoT devices.
- Basic knowledge of Windows, Android, and iOS operating systems.
- Customer support or help desk experience.
- Strong troubleshooting skills across multiple systems, and the ability to explain complex issues clearly and with confidence.
- Excellent written and verbal communication, with a polished presence in front of customers.
- Reliable and self-directed, completing work on time with minimal supervision.
- Proficiency in Microsoft Office and general productivity software, and the ability to read and interpret technical drawings and blueprints.
- Able to travel about a third of the time, with a valid driver’s license, reliable transportation, and access to an airport.
- A home workspace with reliable internet for remote support blocks (laptop provided).
Preferred qualifications
- Based in or near the Philadelphia area.
- Industry certifications such as CompTIA A+, CompTIA Network+, Cisco CCNA, or CWNA (or equivalent).
- Tier 2 or field technical support experience.
- Experience supporting remote field technicians and coordinating technical installations.
- Familiarity with ticketing and customer support platforms such as HubSpot Service Hub or Zendesk.
- Proficiency with diagramming tools such as Visio or Lucidchart to create, interpret, and update network diagrams, technical drawings, and installation plans.
- Familiarity with mobile device management (MDM) platforms for remotely configuring and supporting devices.
- Experience working in healthcare or hospitality environments.
- OSHA 10 certification or experience working on active construction sites.
Why ROAR
- Meaningful work: the systems you install protect hotel and healthcare workers every day
- Competitive pay and travel expenses covered
- Predictable schedule: a published rotation, so you can plan life around travel
- Variety and growth: field and support experience in one role, with a path up the support tiers
- Supportive team: a collaborative, mission-driven company culture
- Training: Approximately 2 weeks of remote training and support shadowing. 3 shadowed installs and 1 installation lead with a trainer present
Don’t meet every qualification? Apply anyway. Research shows women and people of color are less likely to apply unless they meet every requirement. We’re committed to building a diverse, inclusive workplace, and you may be the right fit for this role or another one.
ROAR is an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We provide reasonable accommodations to individuals with disabilities during the application process and throughout employment. To request accommodation, contact us at hr@earlyhrsolutions.com.