Bilingual Senior Specialist

ABOUT US

At RADAR, we're transforming the way the world thinks about physical retail. RADAR has raised over $104M from top investors, retailers, and strategics and works with some of the world's retail brands including American Eagle and Gap. We’re building the future of in-store experience where every product and every person can be precisely located in real time.

Our platform combines RFID and AI to unlock hyper-accurate product visibility and automation at scale. From real-time inventory tracking to seamless checkout experiences, our technology empowers some of the world’s largest retailers to streamline operations, reduce loss, and elevate both employee and customer experiences.

We’re a fast-growing, mission-driven startup where bold ideas, collaboration, and impact are at the core of everything we do. Join us as we reshape the physical world with digital precision, starting with retail and expanding far beyond!

OUR VALUES

• Mission-Driven: We're transforming retail with cutting-edge technology and building something that truly matters.
• Collaborative Team: We thrive on curiosity, shared goals, and solving complex problems together.
• High Impact: You’ll make meaningful contributions from day one and help shape the future of our product and company.
• Clear Communication: We value honesty, humility, and respectful dialogue—everyone’s voice matters.
• Balanced Lives: We work hard, but not at the expense of well-being. We respect time, boundaries, and life outside of work.
• Diverse Perspectives: We believe better ideas come from diverse backgrounds, experiences, and viewpoints.
• Empathy-Driven Design: We build with deep respect for our end users, listening closely to their feedback and needs.

ABOUT THE JOB

We are seeking a dedicated Senior Specialist Store Technical Support  with a strong background in Helpdesk and Customer Support to join our dynamic team. The ideal candidate will combine solid technical expertise with excellent communication skills to effectively engage both technical and non-technical stakeholders.

This role is based in Canada and requires bilingual support, with professional proficiency in both English and French.

In this role, you will partner closely with IT Engineering, Customer Operations, and other cross-functional teams to identify root causes of issues affecting store deployments and overall customer experience. You’ll thrive in a collaborative environment, drive projects to resolution, and champion process improvements that enhance RADAR’s operational efficiency and customer satisfaction.

Responsibilities:

• Serve as a primary point of contact for store-related technical support, assisting both external customers and internal stakeholders.
• Partner with IT Engineering and cross-functional teams to troubleshoot, diagnose, and resolve issues impacting customer store deployments.
• Develop and maintain SQL queries and automation scripts to streamline processes, improve team productivity, and SLA adherence
• Manage and track support requests using service desk management tools, ensuring timely resolution and accurate documentation.
• Utilize Field Service Management tools to coordinate field dispatches and maintenance activities, minimizing customer impact.
• Collaborate with vendors and hardware partners to coordinate and streamline maintenance dispatches and technical store visits.
• Identify trends and recurring issues through data analysis to develop proactive solutions and process improvements.
• Write and maintain reports and procedural documentation.
• Drive root cause analysis and ensure effective issue escalation and follow-up.
• Maintain strong communication with customers, providing clear explanations of technical issues in accessible, non-technical terms.
• Contribute to a culture of continuous improvement within Customer Operations and Store Support processes.

ABOUT YOU

Required:

• You have professional proficiency in both English and French (written and spoken)
• You have 3+ years of experience in Helpdesk, Technical Support, or Customer Support roles.
• You have proven ability to explain technical concepts to non-technical audiences clearly and effectively.
• You are proficient SQL knowledge with the ability to analyze data and develop scripts that automate processes and drive team productivity.
• You have strong problem-solving, analytical, and organizational skills with a high attention to detail.
• You have experience using service desk management software to monitor KPIs and track customer issues.
• You have hands-on experience with Field Service Management tools to coordinate dispatches and maintenance operations.
• You have familiarity with ITIL frameworks, focusing on IT Service Management (ITSM) best practices.
• You have demonstrated ability to evaluate, escalate, and drive issues to timely resolution.
• You have previous experience supporting retail customers or store environments.
• You have the ability to manage multiple priorities in a fast-paced environment while maintaining composure under pressure.
• You have excellent written and verbal communication skills.
• You have the ability to work independently and collaboratively across teams.
• You have Intermediate knowledge of:
  • Linux, Networking
  • Terminal. CMD
  • SSH and Telnet
  • You have strong customer-centric mindset and ability to foster positive relationships with partners and hardware teams.
  • You have flexibility to work additional hours as required to provide issue resolution.
  • You have the ability to participate in an on-call rotation schedule

Preferred:

• You have experience in field service coordination.
• You have experience with automation frameworks or scripting languages (e.g., Bash, Python, PowerShell).
• You have a background in incident response or root cause analysis frameworks.
• You have certifications such as CompTIA Network+, Linux+, ITIL Foundation, or equivalent.
• You have intermediate knowledge of JavaScript 
• You have experience using API’s (REST & GraphQL)

WHAT YOU'LL DO

In your first 30 days, you will:

• Learn Radar’s mission, technology stack and core values.
• Complete onboarding and security compliance training.
• Learn about customer support structure
• Learn best practices and ticket-handling processes
• Develop a comprehensive understanding of RADAR support and Helpdesk protocols by reviewing runbooks and how-to guides
• Meet with strategic team members
• Review all processes including escalations, maintenance dispatches and operations
• Begin reviewing an analyze KPI and other performance metrics to help drive improvement 

In your first 60 days, you will:

• Independently provide support to customers through Jira and other ticketing tools
• Communicate with customers to guide them through resolutions
• Collaborate with engineering to escalate issues we are unable to resolve  
• Collaborate with your manager to produce reports for customers and internal stakeholders
• Participate in on-call rotation schedule
• Adhere to SLA agreements by responding promptly to customers
• Begin owning dispatch process including scheduling with vendor and customers  
• Collaborate with partner teams to review and enhance RMA process  
• Resolve complex problems and troubleshoot by referring to related tickets and documentation  
• Begin creating/editing documentation for troubleshooting  
• Collaborate with partner teams to drive project and team initiatives to completion

In your first 90 days, you will:

• Successfully resolve complex problems using acquired knowledge
• Efficiently escalate tickets to L2 and L3 tier teams when appropriate
• Collaborate with Customer’s Support Team to resolve issues related to their environment
• Successfully use monitoring tools and have a solid understand of appliance logs  
• Identify processes that can be automated
• Begin automating processes in Jira/ Zendesk to increase efficiency
• Manage, escalate, and drive resolution of Support issues through service desk management tools, ensuring adherence to SLAs
• Collaborate closely with Support Leadership on projects, automation initiatives, and strategies designed to enhance the customer experience

At RADAR, your base pay is one part of your total compensation package. The expected base salary range for this position is 85,000-110,000 CAD. Individual pay is determined by work location and additional factors,  including job-related skills, experience and relevant education or training.You will also be eligible to receive other benefits including: equity, comprehensive medical and dental coverage, life and disability benefits, 401k plan,  flexible time off, and paid parental leave. The pay range listed for this position is a good faith and reasonable estimate of the range of possible base compensation at the time of posting. 

Research has shown that women & underrepresented minorities are more likely to read lists of requirements and consider themselves unqualified if they don't meet every single one. This list represents what we're ideally looking for, but everyone has unique strengths & weaknesses, and we hire for strength & potential, not lack of weakness.

Use of artificial intelligence or a LLM such as ChatGPT during the interview process will be grounds for rejection of your application process.

À PROPOS DE NOUS

Chez RADAR, nous transformons la façon dont le monde perçoit le commerce de détail. RADAR a levé plus de 104 M$ auprès d’investisseurs, de détaillants et de partenaires stratégiques de premier plan, et collabore avec certaines des plus grandes marques au monde comme American Eagle et Gap. Nous construisons l’avenir de l’expérience en magasin, où chaque produit et chaque personne peuvent être localisés avec précision, en temps réel.

Notre plateforme combine la RFID et l’intelligence artificielle pour offrir une visibilité ultra précise des produits et automatiser les opérations à grande échelle. Du suivi d’inventaire en temps réel au paiement sans friction, notre technologie aide les grands détaillants à optimiser leurs opérations, réduire les pertes et améliorer l’expérience des employés et des clients.

Nous sommes une startup en pleine croissance, guidée par une mission, où les idées audacieuses, la collaboration et l’impact sont au cœur de tout. Rejoignez-nous pour transformer le monde physique avec une précision numérique — en commençant par le commerce de détail, et bien au-delà !

NOS VALEURS

• Fixéssur la mission : Nous transformons le commerce de détail grâce à des technologies de pointe.
• Travail d’équipe : Nous valorisons la curiosité, les objectifs communs et la collaboration.
• Impact concret : Vous contribuerew dès le premier jour à faire avancer le produit et l’entreprise.
• Communication claire : Nous privilégions l’honnêteté, l’humilité et le respect.
• Équilibre travail-vie perso : Nous travaillons dur, mais pas au détriment du bien-être.
• Diversité des perspectives : Les meilleures idées viennent de points de vue variés.

À PROPOS DU POSTE

Nous sommes à la recherche d’un(e) Spécialiste senior en support technique – magasins avec une solide expérience en support Helpdesk et service à la clientèle pour se joindre à notre équipe.

La personne idéale combine de fortes compétences techniques avec une excellente capacité de communication, autant avec des profils techniques que non techniques.

Le poste est basé au Canada et requiert un bilinguisme fonctionnel (français et anglais).

Dans ce rôle, vous  en étroite collaboration avec les équipes d’ingénierie IT, des opérations clients et d’autres équipes internes pour identifier les causes des problèmes liés aux déploiements en magasin et à l’expérience client. Vous évoluerez dans un environnement collaboratif, participerez activement à la résolution des enjeux et contribuerez à améliorer nos processus.

RESPONSABILITÉS

• Agir comme point de contact principal pour le support technique en magasin, autant pour les clients que les équipes internes
• Collaborer avec les équipes IT et multidisciplinaires pour diagnostiquer et résoudre les problèmes
• Développer et maintenir des requêtes SQL et des scripts d’automatisation pour améliorer l’efficacité
• Gérer les demandes via des outils de service desk (ex. Jira), en assurant un suivi rigoureux
• Utiliser des outils de gestion des services terrain pour coordonner les interventions
• Travailler avec les fournisseurs et partenaires pour planifier les visites techniques
• Analyser les données pour identifier des tendances et proposer des améliorations
• Rédiger et maintenir la documentation et des rapports
• Effectuer des analyses de causes racines et assurer le suivi des incidents
• Expliquer des enjeux techniques de façon claire et accessible aux clients
• Contribuer à l’amélioration continue des processus de support

À PROPOS DE TOI

Exigences :

• Bilingue (français et anglais, parlé et écrit)
• 3+ années d’expérience en support technique, Helpdesk ou service à la clientèle
• Capacité à vulgariser des concepts techniques
• Bonne maîtrise de SQL et capacité à automatiser des processus
• Excellentes compétences en résolution de problèmes et souci du détail
• Expérience avec des outils de gestion de billets (ticketing)
• Expérience avec des outils de gestion des services terrain
• Connaissance des bonnes pratiques ITIL / ITSM
• Capacité à gérer les priorités dans un environnement rapide
• Excellentes habiletés de communication
• Autonomie et esprit d’équipe
• Connaissances intermédiaires :
• Approche orientée client et bonnes relations avec partenaires
• Flexibilité pour travailler au besoin en dehors des heures régulières
• Disponibilité pour une rotation sur appel

Atouts complémentaires:

• Expérience en coordination de services terrain
• Connaissance de langages/scripts (Bash, Python, PowerShell)
• Expérience en gestion d’incidents
• Certifications (CompTIA, ITIL, etc.)
• Connaissance intermédiaire en JavaScript
• Expérience avec API (REST, GraphQL)

CE QUE TU FERAS

30 jours :

• Vous familiarisez avec RADAR, ses valeurs et sa technologie
• Compléter votre onboarding
• Comprendre les processus de support
• Rencontrer les équipes clés
• Vous familiarisez avec les KPI et outils

60 jours :

• Gérer des demandes clients de façon autonome
• Collaborer avec l’ingénierie
• Produire des rapports
• Participer à la rotation sur appel
• Prendre en charge le processus de dispatch
• Commencer à documenter et améliorer les processus

90 jours :

• Résoudre des problèmes complexes de façon autonome
• Escalader efficacement au besoin
• Utiliser les outils de monitoring
• Identifier et automatiser des processus
• Améliorer l’efficacité via Jira/Zendesk
• Participer à des projets d’amélioration continue

RÉMUNÉRATION ET AVANTAGES

Le salaire de base pour ce poste se situe entre 85 000 $ et 110 000 $ CAD, selon l’expérience et les compétences.

Autres avantages :

• Actions
• Assurances collectives (médicales et dentaires)
• Assurance vie et invalidité
• Régime d’épargne-retraite (type 401k/REER)
• Congés flexibles
• Congé parental payé