Technical Support Lead – Level III

Technical Support Lead – Level III

Introducing SecuraStock, where innovation seamlessly merges with efficiency to redefine inventory management. Our seasoned team of distribution experts embarked on a journey to transform the industry, fueled by the conviction that there had to be a superior approach to handling inventory. After years of exhaustive research and comprehensive user feedback analysis, we've engineered state-of-the-art industrial vending solutions that prioritize accessibility, affordability, and user-friendliness for all. This commitment has earned us the trust of leading brands worldwide.

Based in the vibrant Cleveland, Ohio area, SecuraStock is experiencing rapid growth. We are seeking a Technical Support Lead – Level III to join our growing team and play a key role in supporting our customers and partners.

Position Summary:

The Technical Support Specialist is responsible for providing timely, accurate, and professional support for SecuraStock’s line of industrial vending machines and smart scale systems. This includes diagnosing hardware and software issues, assisting with installations, troubleshooting field problems, and ensuring high customer satisfaction through effective communication and resolution.

Key Responsibilities:

• Provide support for Securastock hardware (including industrial vending machines and smart scales) and software solutions.
• Troubleshoot and resolve technical issues via phone, email, remote desktop, or field support tools.
• Assist customers with installations, configurations, and ongoing technical inquiries.
• Maintain detailed documentation of support interactions, issue resolutions, and FAQs.
• Work cross-functionally with Engineering, Product Development, and Operations to escalate and resolve complex issues.
• Progressive role with a path to leading a small technical team upon meeting training and performance benchmarks.
• Monitor support tickets and ensure timely follow-up and resolution in line with service level agreements (SLAs).
• Provide training and onboarding for new customers or distributors on proper use of hardware and software.
• Assist with quality control feedback by reporting recurring technical issues or trends.
• Contribute to the continuous improvement of technical documentation, knowledge base articles, and support tools.

Qualifications:

Required:

• Associate’s degree or technical certification in electronics, IT, or a related field (or equivalent experience).
• 2 years of experience in a technical support or field service role, preferably with electromechanical systems.
• Advanced Microsoft Excel skills including VLOOKUP, IF conditional formulas, Pivot Tables, etc.
• Strong troubleshooting skills in both hardware and software.
• Working knowledge of Linux OS, basic networking (IP configuration, routers), and remote desktop tools.
• Excellent communication and interpersonal skills with a customer-first mindset.
• Ability to manage multiple priorities and work independently or as part of a small technical team.

Preferred:

• Experience with vending machines, industrial scales, PLCs, or IoT devices.
• Familiarity with CRM and ticketing platforms (e.g., Zendesk).
• Basic knowledge of electrical wiring, sensors, and cabling best practices.

Job Type: Full-time

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Ability to Commute:

• Cleveland, OH (Preferred)

Ability to Relocate:

• Cleveland, OH: Relocate before starting work (Preferred)

Work Location: In person

Salary : $50,000 - $60,000