Technical Support Representative

Aetrex is the global leader in foot scanning technology. Our very latest scanner, Albert, was created over several years by a team of leading engineers and programmers and represents a major advance in technology for consumers and retailers alike. This revolutionary 3D system joins Aetrex’s fleet of renowned foot scanners, including ZoePro, AlbertPro, Gaitway, Nova and Eclipse.The Aetrex technology development team consists of a diverse group of programmers that work together to create exciting User Interface and Experience for our customers. For over 20 years we have developed software for scanners and mobile devices that have helped millions of people experience relief from unnecessary foot pain. AlbertOS is a new, groundbreaking operating system that runs the Albert and Gaitway scanning devices and can be easily operated using simple voice or touch commands. Albert captures unmatched data and information about feet, enabling consumers to make more educated buying decisions when it comes to footwear and orthotic purchases.We’re hiring a Technical Support Representative to join our team! This role is ideal for someone who enjoys solving technical problems, building tools to improve support operations, and delivering exceptional service to our customers and retail partners. If you’re passionate about automation, troubleshooting, and continuous improvement, we’d love to hear from you.Key ResponsibilitiesTechnical SupportProvide timely and effective technical support to customers via phone, email, and remote sessions, with a strong focus on Windows environments.Monitor systems and services proactively to identify and resolve issues before they impact customers, taking ownership from initial detection through resolution.Investigate and troubleshoot complex technical issues using SQL (including MySQL) to query, analyze, and validate data while ensuring data integrity.Monitor and support applications hosted on AWS, with working knowledge of services such as EC2, S3, and CloudWatch.Leverage AI-powered tools (such as ChatGPT, Microsoft Copilot, AI-assisted diagnostics, and knowledge base assistants) to improve troubleshooting efficiency and enhance the customer experience.Develop, maintain, and execute automation scripts (primarily PowerShell, with Bash as an asset) to streamline diagnostics, support processes, and operational workflows.Document issues, resolutions, and recurring trends to help improve support processes and internal knowledge resources.Collaborate with cross-functional teams to resolve escalated issues and contribute to ongoing product and operational improvements.QualificationsRequired3+ years of experience in Technical Support, Help Desk, Operations Monitoring, or a similar technical support role.Strong scripting skills, particularly in PowerShell. Experience with Bash is an asset.Solid hands-on experience with SQL for data querying, analysis, and troubleshooting.Strong knowledge of Windows operating systems, including installation, configuration, and troubleshooting.Experience monitoring or supporting applications hosted on AWS, including familiarity with services such as EC2, S3, and CloudWatch.Experience improving support workflows and operational efficiency in a software or SaaS environment.Excellent organizational, communication, and documentation skills, with the ability to manage multiple priorities and follow through on issues to completion.Flexibility to work shifts that support both East Coast and West Coast business hours.Nice to HaveExperience with Python or another programming language.Familiarity with AI-powered productivity and support tools such as ChatGPT, Microsoft Copilot, or AI-enabled ticketing platforms.Experience creating automation tools, internal utilities, or support dashboards.