Technical Support Representative

HomeWAV, LLC is seeking a Technical Support Representative to provide day-to-day technical assistance for its software and hardware products. This onsite role in St. Louis, MO focuses on restoring incidents quickly, staying aligned with service level expectations, and managing service requests through clear documentation and cross-team collaboration.

What You’ll Do

• Provide technical support and troubleshooting for computer systems, software, hardware, kiosks, and related technologies.
• Monitor, prioritize, and respond to IT helpdesk requests using established workflows and service level expectations.
• Document troubleshooting steps, communications, and resolutions in the ticketing system to support accurate tracking and knowledge sharing.
• Escalate complex or out-of-scope issues to appropriate internal teams or third-party vendors, track progress, and follow through to resolution.
• Coordinate with onsite technicians and dispatch technical resources when needed to support timely issue resolution.
• Work with the Customer Support (CS) team to triage escalations and supply detailed documentation for Tier II support when required.
• Monitor system alerts and proactively report or address technical issues.
• Stay current on HomeWAV systems, features, and best practices; contribute to internal documentation and process improvement.

What You Bring

• 2+ years of technical experience in computer technology, data management, network troubleshooting, and/or infrastructure, with the ability to understand and resolve technical impediments.
• 2+ years of experience troubleshooting technical-related issues, identifying recurring issues, and driving problems to resolution.
• Familiarity in working with military or law enforcement officials.
• Aptitude for working with technology and resolving technical problems.
• Familiarity with JIRA or JIRA Service Management, and Teams; AWS Connect is a plus.
• Exceptional initiative, organization, execution abilities, and attention to detail.
• Exceptional verbal and written communication skills.
• Excellent problem-solving and decision-making skills.
• Comfortable providing evidentiary support in documentation.

Education

Associate or bachelor’s degree in computer science, information technology, or a related field.

Tools and Technologies

• JIRA
• JIRA Service Management
• Microsoft Teams
• AWS Connect

Benefits

• Medical, dental, and vision coverage
• Critical illness and accident insurance options
• Maternity, Paternity & Parental Leave
• 401(k) plan with company contribution
• Life insurance
• Disability coverage
• PTO
• Paid holidays
• Training and career development opportunities
• Purpose-driven work environment supported by company events, team celebrations, employee merchandise discounts, and discounted gym memberships

Travel requirement: None.

Physical requirements: None.