Smart Locker Support Specialist About the role We're hiring a full-time Support Specialist in Madison, Wisconsin, to support our smart locker customers. You'll be the main point of contact for customers in the Americas, and you'll help our team in the UK and Australia/New Zealand with worldwide customers where time zones allow. The role reports to the Head of Support. LocknCharge design & manufacture device charging and storage solutions. Our Smart Locker System is a digital hardware concierge used in schools, businesses and government organizations to automate device loans, repairs, charging, swaps and collections. It connects to our customer’s own identity providers and networks, so support regularly crosses into IT administration and networking. Most of the role will be front-line support for customers, working closely with our Customer Success team. The rest involves preparing equipment for shipping and trade shows and helping the wider team keep documentation and workflows accurate. Some additional responsibilities may be assigned from time to time.
Responsibilities
Customer support (primary/core responsibility)
- Respond to and resolve Smart Locker support requests through Zendesk, phone and email, within agreed service levels. Most of these will come from the US, but others may come from other regions when they fall in your hours.
- Troubleshoot FUYL Lockers and the FUYL cloud platform, including user error/training, hardware faults, firmware, network connectivity and identity provider integrations.
- Guide customers through configuration and fixes over email, remote sessions (Usually Teams) or phone.
- Escalate issues to higher support, engineering and product teams with clear reproduction steps, logs and customer impact.
- Arrange replacement parts and assist remotely with on-site work.
- Record accurate ticket data for trend analysis and R&D.
Equipment preparation
- Prepare smart lockers and other equipment for customer shipments and trade shows.
- Update firmware, configure units and complete QA checks before dispatch.
- Diagnose and replace components such as locks, doors and control boards if units fail QA.
Documentation and testing
- Help maintain the support knowledge base and internal documentation, writing and updating articles as products and processes change.
- Occasionally test and validate new firmware, features and workflows before release.
- Reproduce reported issues and confirm fixes.
What you'll bring
- Two or more years in a technical support, helpdesk or IT administration role.
- Experience working in a help desk ticketing system and comfort handling phone/Teams support.
- Working knowledge of networking fundamentals: DNS, DHCP, ports, Wi-Fi and how traffic moves through a network.
- A methodical approach to troubleshooting.
- Clear written and spoken communication with both technical and non-technical customers.
- Comfort with hands-on hardware work, including occasional lifting and moving equipment (with assistance).
- Availability to work US Central business hours, and occasional travel to trade shows or customer sites. As a global business, you may be asked to join a call outside of hours occasionally. Effort will be made to keep calls within your typical working hours.
Nice to have Hands-on experience is ideal, but a solid understanding of the following is considered valuable:
- SAML single sign-on and SCIM user provisioning.
- Administration of identity providers such as Microsoft Entra ID, Google Workspace or Okta.
- Enterprise firewalls and web filtering (for example Fortinet, Palo Alto, Cisco Meraki or Zscaler), including allow-listing, SSL inspection and proxy configuration.
- Electrical understanding and practical competence.
- Experience supporting K-12 or enterprise IT teams.
- Familiarity with mobile device management platforms (Intune, JAMF or Google Admin Console).
- Forklift certification or willingness to learn.
Role details
- Location - Madison, WI (Minimum 4 days on-site)
- Full – Time
- Hours - Monday to Friday, US Central business hours, with some flexibility to overlap with customers and colleagues in other time zones
- Reports to – Head of Support
- Travel - Occasional, for trade shows and customer sites
How to apply In your cover letter, tell us about a technical problem you've solved and how you resolved it (Logic, who else was involved, steps taken etc). If you have experience with any of the nice-to-have areas, let us know which ones and how you've used them. LocknCharge 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.