Technical Support Representative
Summary: We’re seeking a Technical Support Representative to join our Gate Technical Support team, supporting the Linear-branded commercial gate, garage door, and wireless radio product lines. This is not an IT or software support role. We are looking for candidates with real-world knowledge of gate installation, gate arms, and related components. This is a customer-facing position that requires strong verbal communication skills, a positive attitude, and a solid understanding of electromechanical systems. You’ll provide post-sales product support via phone and email, working directly with installers, technicians, and end-users to resolve technical issues.
MUST HAVE EXPERIENCE OR FAMILIARALITY WITH GATE INSTALLATION, GATE ARMS, AND RELATED COMPONENTS.
Location: Fully onsite in Carlsbad, CA
Schedule: Monday-Friday, 5:00 AM to 4:00 PM PST
Hourly range: $22.00 to $27.00 USD, depending on experience.
Primary Responsibilities:
• Provide professional and comprehensive technical support via telephone, email, and live chat to customers, field service professionals, and internal Nice departments. This includes addressing product and procedure questions and expertly troubleshooting product installation and programming challenges.
• Act as a key point of contact and technical brand champion for sales and field escalations within Nice’s brands.
• Support network-capable devices used in access control systems.
• Walk customers through diagnostics and provide clear, step-by-step solutions.
• Offer preventive maintenance tips and configuration guidance to improve product performance.
• Document all customer interactions accurately in our CRM system.
• Collaborate with Engineering, Quality, RMA, and Technical Writing teams to ensure product improvements and customer satisfaction.
• Participate in testing or analysis of returned units when required.
• Other Duties as assigned.
Qualifications:
• Hands-on experience with gate installation, gate arms, and related hardware – REQUIRED.
• Familiarity with commercial gate operators, access control systems, and networking basics.
• 1+ year of technical support or field experience preferred.
• Associate’s degree or equivalent experience preferred.
• Bilingual (English/Spanish) is a plus.
Knowledge, Skills and Abilities:
• Ability to troubleshoot networked electromechanical systems
• Strong understanding of low and high voltage electrical systems.
• Ability to use diagnostic tools like voltmeters/ohm meters.
• Comfortable reading technical drawings and specification sheets.
• High attention to detail and customer service orientation.
• Strong organizational and communication skills.
• Proficient with Microsoft Office tools.
• Positive, self-motivated, and eager to learn.
• Proven ability to multi-task, set project priorities, goals and objectives for self
• Ability to effectively & professionally communicate with co-workers, customers and vendors.
Physical Requirements:
Essential functions of this job require the following minimal physical demands. Reasonable accommodations may be made to enable the individuals with disabilities to perform the essential functions.
• Required to sit, talk, or hear; frequently required to use hands to grip or feel; and occasionally required to stand, walk, reach with hands and arms, stoop, kneel, crouch, or crawl
• Vision and depth perception suitable for use of utilizing a computer, printer, phone, and keyboard
• Manual dexterity suitable for use of utilizing a computer
• Sufficient personal mobility and physical reflexes which permits the employee to work in an office setting
• Ability to walk and/or climb 5% of the time comfortably, with or without reasonable accommodation
• Ability to sit at a computer for 90% of the time comfortably, with or without reasonable accommodation
• Light to moderate lifting
Working Conditions: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Must be comfortable working in an office environment to include moderate noise levels
• The working area is primarily in an open office setting with reasonable lighting and controlled temperatures.
Disclaimer: The above statements reflect the general details considered necessary to decide the principal functions of the job
identified, and shall not be construed as a detailed description of all work requirements that may be inherent in the job. Job
incumbents are expected to perform other duties necessary for the effective operation of the position, department, or the business.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT:
Suna Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Applicants, with criminal histories, are considered in a manner that is consistent with local, state, and federal laws.
REQUESTING AN ACCOMODATION
Suna Solutions is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Suna Solutions and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you would like to be considered for employment opportunities with Suna Solutions and have accommodation needs for a disability or religious observance, please call us at 1 (888) 223-4788, send us an email or speak with your recruiter.
PAY TRANSPARENCY POLICY STATEMENT
Compensation for roles at Suna Solutions varies depending on a wide array of factors including but not limited to the specific client, office or remote location, role, skill set and level of experience. As required by local law, Suna Solutions provides a reasonable pay scale to include the hourly or salary range that Suna Solutions reasonably expects to pay for roles that may be hired in California, Colorado, New York City or Washington
CA: $22-27/hour, DOE