Job Description

This is a Nashville based position if you do not live in Nashville please do not apply

About Real Time Networks

Real Time Networks Inc. is a leading provider of advanced security and asset management solutions. We develop  IoT-enabled smart technology that ensures real-time tracking and security of  keys, assets, and personnel. Our intelligent solutions deliver enhanced security, operational efficiency, and automated real-time accountability across industries such as law enforcement, government, and corporate enterprises.

As we continue to grow, we are seeking a  highly skilled, technically proficient Customer Support Technician to play a crucial role in supporting our customers by troubleshooting  network-connected applications, security hardware devices, and enterprise software solutions.

The Opportunity

Are you a  networking and application support specialist with a passion for  advanced security hardware and customer success ? In this role, you will provide  advanced technical support , troubleshoot  hardware and software integrations , and assist with  on-site installations and network configurations. You will also collaborate with cross-functional teams to ensure seamless deployment and ongoing support of  real-time asset management solutions.

If you enjoy working with cutting-edge hardware security systems , diagnosing complex  networking and application issues , and providing  world-class technical support , we want to hear from you!

Key Responsibilities

• Serve as the  primary technical contact for enterprise customers via phone, video, and email.
• Provide  Tier 2 and Tier 3 support for networked security hardware devices, cloud applications, and on-premises software solutions.
• Diagnose and resolve  network connectivity issues , including TCP/IP, DHCP, VPNs, VLANs, and firewalls.
• Support  application performance troubleshooting , including database connectivity, API integrations, and system logs analysis.
• Conduct  remote and on-site installations, upgrades, and maintenance of Real Time Networks' hardware and software solutions.
• Work with  security hardware devices, RFID systems, and smart access control technology , ensuring seamless integration with enterprise networks.
• Assist customers in troubleshooting Windows-based and Linux systems and applications .
• Participate in 24x7 support rotation , ensuring critical system uptime and issue resolution within SLA guidelines.
• Collaborate with  development, engineering, and QA teams to resolve product issues and recommend enhancements.
• Maintain and update  customer support documentation, troubleshooting guides, and knowledge base articles.
• Stay current with  cybersecurity best practices , compliance regulations, and emerging network technologies.

Qualifications & Technical SkillsEducation & Experience:

• Post-secondary degree or diploma in  IT, Computer Networking, Electronics, or a related field.
• 5–10 years of experience in  technical support, IT infrastructure, or application/network troubleshooting.
• Hands-on experience with  IoT and/or hardware device management, networking, and enterprise applications.
• Experience supporting  low-voltage electronics, RFID systems, or security technology is a plus.

Core Technical Skills:

• Networking: Strong understanding of  LAN/WAN, VPN, DNS, DHCP, VLANs, firewalls, certificate management, and security protocols.
• Device Support: Experience with hardware device support
• Application Support: Troubleshooting  Windows/Linux-based applications, APIs, and SQL databases.
• Cybersecurity Awareness: Knowledge of  authentication protocols, encryption standards, penetration tests and vulnerability assessments.
• Scripting & Automation: Familiarity with  PowerShell, Python, or Bash for automation and diagnostics is a plus.
• Hardware & Electronics: Ability to diagnose  low-voltage electronics, wiring issues, and use diagnostic tools.

Soft Skills:

• Strong analytical and  problem-solving abilities for complex technical issues.
• Excellent  communication and documentation skills to create clear, effective troubleshooting guides.
• Ability to  work independently while collaborating effectively in a team environment.
• Detail-oriented mindset with strong organizational skills for managing tickets and service requests.
• Willingness to  learn new technologies and stay ahead of industry trends.

Travel Requirements:

• Occasional  onsite travel to customer locations for service calls and product installations. Not to exceed 10 days of travel per month on average.
• A  valid driver’s license, clean driving and criminal record are required.

What We Offer:

• Competitive salary based on experience and qualifications.
• Comprehensive benefits package, including extended medical and group insurance.
• Professional development opportunities in IoT security, cloud technology, and enterprise networking.
• An opportunity to  work with a growing, innovative company at the forefront of  real-time security solutions.

If you're ready to take your  technical support and IoT networking expertise to the next level, apply today and join our team!

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