Technical Support Specialist

ABOUT TAKT Takt is a warehouse intelligence platform that unifies labor, automation, and robotics data so 3PLs, retailers, and e-commerce companies can run more efficient operations. Warehouses generate enormous amounts of data and most of it never reaches the people doing the work. We build the software that closes that gap, giving supervisors and frontline employees the information they need, when they need it, on the floor where decisions actually get made. Our software runs every shift, every day, in real facilities for leading brands including Macy’s, Target, Stitch Fix, Flexport, ODW Logistics, and CarParts.com http://CarParts.com. ABOUT THE ROLE We’re hiring a Technical Support Specialist. Our software runs live shifts in distribution centers. When something breaks, a supervisor is working around it on the floor in real time, and they need a fast, accurate answer. You’ll work the support queue, troubleshoot what customers run into, and escalate bugs to Engineering with the context they need to fix them. AI handles the first pass on many questions. You handle the ones that need judgment or deeper investigation, and you turn what you learn into documentation and runbooks so the same question doesn’t need a person next time. You’ll work closely with Customer Success and Engineering every day. WHAT YOU’LL DO - Work the support queue: triage, prioritize by impact on the floor, and respond to customers within our response targets. - Troubleshoot issues by reproducing them, reading logs, and pulling data, then give Engineering a ticket they can act on. - Keep customers updated until their issue is resolved, and close the loop when a fix ships. - Write and update help articles and troubleshooting runbooks. Customers read them, and our AI support assistant answers from them. - Flag where AI answers fall short so we can fix the underlying content. - Spot recurring problems and bring them to Customer Success, Product, and Engineering with examples. SHIFTS & ON-CALL Our customers run warehouses around the clock, and support has to be available during their shifts. - You’ll work a scheduled shift that overlaps customer operating hours. Some schedules include early mornings, evenings, or weekends, and they’re set in advance. - You’ll be part of an on-call rotation for high-priority issues, such as an outage or a problem that stops work on a customer’s floor, with engineering on-call as backup for anything that needs a code or infrastructure change. HOW WE WORK We use AI throughout the company, and we expect you to use it to research issues, draft responses and documentation, and query data. We also expect you to check its work, because you’re responsible for every answer that reaches a customer. WHAT WE’RE LOOKING FOR - Experience supporting a SaaS product: working tickets, troubleshooting user issues, and writing to customers. - Experience managing a support queue: prioritizing under volume, meeting response targets, and knowing when to escalate. - Comfort with technical tools: reading logs, following data, and learning a product quickly. Basic SQL is a plus. - Clear writing. You can explain an issue to a customer without jargon and to an engineer without losing detail. - Composure with customers who are having a bad day. Their warehouse doesn’t stop while the issue is open. - Care with customer data. You use the minimum access needed and handle operational data as if it were your own. - Willing to work scheduled shifts, including some early mornings, evenings, or weekends, and to join an on-call rotation. NICE TO HAVE - Experience in retail, hospitality, or other high-volume, customer-facing work. - Experience with support platforms such as Pylon, Intercom, or Zendesk, including their AI features. - Scripting in Python or JavaScript for data gathering and troubleshooting. - Curiosity about logistics, warehousing, or how physical operations run. COMPENSATION & BENEFITS The base salary range for this role is $70,000 – $90,000, depending on experience. Benefits include: - Health, dental, and vision insurance. - 401(k) with employer match. - Unlimited PTO. - A monthly AI tools budget. INTERVIEW PROCESS Two virtual screens over Google Meet, then an onsite in our Reston office with five interviews. We’ll keep you informed at every step; no black holes. LOCATION This is a hybrid role based in our Reston, VA office, next to the Wiehle-Reston East Metro station on the Silver Line. You’ll be in the office most of the week, with some remote days. This is not a fully remote role, so we’re looking for candidates local to the Washington, D.C. area. Please note that visa sponsorship is not available for this position. OUR COMMITMENT Ensuring a diverse and inclusive workplace where we learn from each other is core to Takt’s values. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and a supportive place to work. Takt will ensure that individuals with disabilities are provided reasonable accommodations to participate in the interview process, perform essential job functions, and receive other benefits of employment.