Technical Support Specialist II

trueCABLE is seeking a highly motivated and detail-oriented Technical Specialist II to join our growing Technical team. In this role, you will play a key part in supporting our technical and product strategy, working closely with leadership and cross-functional teams. As a fast growing company with a lean structure, we value individuals who are proactive, resourceful, and eager to take initiative. If you excel in problem-solving, enjoy refining processes, and are passionate about continuous learning, all while working remotely, this is a unique opportunity to make a meaningful impact.

At trueCABLE, we offer more than just a job. You’ll be part of a collaborative culture that values growth, innovation, and work-life balance. We provide competitive benefits, flexible PTO, and a remote-first environment designed to support your success. As a Technical Specialist II, you will deliver expert technical support to both customers and internal teams, leveraging your knowledge in fiber and copper cabling, network installations, and related technologies. You’ll manage escalated technical inquiries, support customer project execution, and contribute directly to the success of our products and services.

Key Responsibilities:

• Technical Support: Provide advanced resolution for complex technical and installation inquiries, effectively troubleshooting issues and delivering precise product recommendations to support trueCABLE customers. Assist the Technical team with technical inquiries where needed.
• Product Expertise: Cultivate and maintain comprehensive knowledge of the full product portfolio, encompassing both practical applications and technical specifications. Offer insights to optimize product functionality and performance.
• Product Development Collaboration: Partner with the Technical team to contribute ideas for product enhancements and identify opportunities for complementary product additions to strengthen the existing portfolio.
• Product Testing: Conduct hands-on performance and quality testing of trueCABLE products using industry-standard tools and equipment to ensure compliance with rigorous standards.
• Technical Content Creation: Collaborate with the Marketing team to produce high-quality, accurate, and user-friendly technical documentation, tutorials, and training materials tailored to customer needs.
• Cross-Functional Engagement: Work seamlessly with various departments to ensure effective communication on escalated technical support and customer service matters, providing expert guidance to internal teams and external clients.
• Continuous Improvement: Proactively identify and suggest process enhancements within the technical support function to boost efficiency and elevate customer satisfaction. Stay informed on industry best practices and emerging technologies to maintain cutting-edge expertise.

Qualifications:

• A Bachelor’s degree in a related technical discipline or comparable professional experience is desirable.
• Experience in the installation, termination, configuration, and troubleshooting of telecommunications cabling or networking equipment.
• Preferred qualifications include advanced certifications in fiber optics or copper cabling (such as BICSI INST2 or CFOT), with the expectation that candidates lacking these certifications will obtain one within the first year of employment.
• Proficiency with industry-standard test equipment and tools for evaluating cabling and connectivity hardware (e.g., Fluke DSX, CertiFiber, OptiFiber, NetAlly, or equivalent) is preferred.
• Demonstrated technical expertise in cabling and fiber optics, enabling the candidate to author technical documentation, including specification sheets, instructional guides, and technical blog articles preferred.
• Proficiency in the physical installation, termination, performance testing, and evaluation of fiber optic and copper cabling systems and their components, utilizing industry-standard tools to ensure high-quality performance and adherence to testing standards within a test facility environment.
• Strong technical skills with a demonstrated ability to effectively address and resolve complex, escalated issues.
• Ability to work independently in a remote environment with a proactive approach to problem-solving and resourcefulness.
• Strong communication skills, both verbal and written, with the ability to convey technical information clearly and effectively.
• Professional interpersonal skills, with a focus on teamwork and collaboration.
• Proficiency in Google Suite and Microsoft Office.
• Microsoft Visio
• This position is primarily remote, allowing the flexibility to work from home. However, there will be requirements to work on-site at our Kansas City warehouse testing location.

Team dynamic preferences:

• Enthusiastic: Eagerness and a commitment to learning.
• Reliable: Punctual and dependable in fulfilling responsibilities.
• Collaborative: Works effectively and respectfully with team members.

• Communicative: Engages clearly with colleagues to align efforts.
• Innovative: Contributes creative ideas with enthusiasm.
• Receptive: Accepts feedback and respectfully challenges ideas.
• Eager Learner: Actively pursues knowledge and skill growth.

Physical Requirements:

• Prolonged periods of sitting and extensive computer use.
• Regular use of hands, fingers, and arms for typing and computer operation.
• Ability to lift, push, or pull up to 50 pounds occasionally.
• Ability to use ladders, tools and cabling installation equipment

Additional Information:

• This position is remote, requiring a reliable internet connection.
• This is a remote position; however, candidates must reside within the greater Kansas City, Missouri metropolitan area. Applicants outside of this geographic area will not be considered.
• trueCABLE is an equal-opportunity employer. Employment is contingent upon the successful completion of a background check. trueCABLE is a participant in the E-Verify program. This program compares information from an employee's Form I-9, Employment Eligibility Verification, to data from U.S. Department of Homeland Security and Social Security Administration records to confirm employment eligibility.
• trueCABLE is committed to protecting our applicants from potential scams. We will only reach out to applicants using our official email domain, @truecable.com. For your safety, please be cautious of any communication offering employment with trueCABLE that does not originate from an @truecable.com email address.