Technical Support Associate I

About UsAirgain simplifies wireless connectivity across a diverse set of devices and markets, from solving complex connectivity issues to speeding time to market to enhancing wireless signals. Our products are offered in three distinct sub-brands: Airgain Embedded, Airgain Integrated and Airgain Antenna+. Our mission is to connect the world through optimized integrated wireless solutions. Airgain's expertise in custom cellular and antenna system design pairs with our focus on high-growth technologies and our dedication to simplify the growing complexity of wireless. With a broad portfolio of products across the value chain, from embedded components to fully integrated products, we are equipped to solve critical connectivity needs in both the design process and the operating environment across the enterprise, automotive, and consumer markets. Airgain is headquartered in San Diego, California, and maintains design and test centers in the U.S., U.K., and China.At Airgain, "We Simplify Wireless" is not only our tagline, but our creed and passion. A fast-moving technology company, Airgain sets the very pulse of the wireless connectivity industry, giving our unwavering focus on bringing innovative solutions to market, providing new pathways, insights and products that solve complex RF engineering problems. Our team is comprised of the industry's most talented, driven, experienced and entrepreneurial innovators and leaders in wireless connectivity. And if that is something that resonates, well then ... we would love an opportunity to speak with you.Position SummaryTech Support Associate I is part of a small team that serve as the first point of contact for customers and often represents their first live experience with Airgain. This role is essential to creating a positive customer experience by delivering responsive, professional, and competent support that builds trust and confidence.This position handles inbound support via phone, email, and chat, manages customer communications end-to-end, and works to resolve minor technical issues within defined support scope. When issues cannot be resolved at this level, the role escalates appropriately to the next tier of support while maintaining clear communication with the customer.Essential FunctionsProvide first-level support to customers via phone, email, and chat for Airgain products, using established training and knowledge resources to answer questions and resolve technical issuesDiagnose and resolve basic technical issues within scope, aiming to resolve common or known issues on first contact whenever possible.Guide customers through product implementation and explain technical topics clearly and accuratelyMaintain and improve knowledge base content and documentation, and provide feedback to product and engineering teams to support issue resolution and product improvementCommunicate status, expectations, and next steps in a courteous, professional, and empathetic manner, ensuring customers feel supported throughout the processPartner with cross-functional teams, including engineering and product development, to resolve escalated technical issuesIdentify escalation triggers quickly and transfer cases to Level II with complete documentation and context while preserving continuity of communication with the customer as neededRequirements / Qualifications1+ years of experience in a technical support role, preferably supporting wireless productsHigh school diploma or equivalent required; additional technical education, certifications, or relevant coursework in Electrical Engineering, Computer Science, Information Technology, or a related field is preferredExperience using a support ticketing system such as Zoho Desk or ZendeskInterest in and strong aptitude for technical products; quickly picks up new technical informationStrong attention to detail, multitasking, prioritization, proactivity and time management skillsExcellent customer service skills, including strong written and verbal communication, listening, and problem-solving abilities, with the ability to explain complex technical topics in a clear and customer-friendly wayAbility to thrive in a complex, fast-paced, and changing B2B environmentStrong work ethic, dependability, reliability, and ownershipCompensation:The U.S. hourly pay range for this full-time, non-exempt position is $23.00 to $26.00 per hour, plus eligibility for a target annual bonus.Hourly pay within this range is determined by a number of factors, including but not limited to the role, work location, job-related skills, relevant education, experience, and training.The range displayed reflects the target hourly pay range for new hires in this position and may vary based on the location of the role. A member of our Talent team can provide additional information about compensation and the benefits offered by Airgain, which are not included in the posted hourly pay range.Compensation details: 23-26 Hourly WagePI6f021a466724-31181-40940668