Technical Customer Support Representative
Technical Customer Support Representative Biometrics4ALL | Irvine, CA (Onsite)
At Biometrics4ALL, we build the biometric identity systems that law enforcement agencies, schools, hospitals, and sports organizations rely on every day to keep people safe. When a teacher gets fingerprinted before stepping into a classroom or a youth coach is cleared to work with kids, our technology is in the background making it work.
We're hiring a Technical Customer Support Representative to be the front line of that experience for our customers. You'll own technical issues end-to-end, from first call to resolution, across hardware and software. If you like solving puzzles, talking to people, and seeing the impact of your work in the real world, read on.
What you'll do
- Resolve customer technical issues by phone, email, and remote session, and follow through until they're actually fixed.
- Configure, test, ship, and install fingerprinting systems combining hardware, software, and network components.
- Deliver remote and occasional onsite training to customer teams.
- Write and maintain support documentation, troubleshooting guides, and training materials.
- Partner with Product and Engineering to surface recurring issues and improve the product itself.
- Use AI tools (we run on Claude) to work faster and smarter. E.g., drafting responses, debugging, summarizing tickets.
What success looks like in your first 90 days
- Independently resolving Tier 1 tickets across our core product line.
- Completing your first customer installation start to finish.
- Identifying at least one documentation gap and filling it.
What we're looking for
- Curious Problem Solvers. Comfort troubleshooting across hardware and software. You don't need to be an expert, but you need to be willing to dig in and solve problems.
- Caring Towards Customers. 2+ years in technical support, customer service, or a hands-on technical role. Part-time work during college, internships, and IT/help desk experience all count.
- Concise Communicators. You can explain a technical issue to a non-technical customer, while making them feel heard.
- AI-Native. You have fluency with AI tools, or eagerness to develop it quickly (we'll train you on our stack).
- Ownership Mindset. Curiosity, follow-through, and ownership define how you work. You close loops without being chased.
Why join us
- Compensation: $45,000–$54,000 annually ($22–$26/hour), based on experience.
- Medical, dental, and vision coverage.
- Onsite fitness center and free parking.
- Clear growth path: Tier 1 → Tier 2 Support → Implementation Engineer or Customer Success, with most internal moves happening within 18–24 months.
- Small, collaborative team where your work is visible and your ideas land
- Direct exposure to a company actively rebuilding its core product - you'll see how it's done.
The details
- Full-time, onsite at our Irvine, CA office.
- Candidates must reside in or near Orange County.
- Due to the nature of our government work, candidates must be U.S. Citizens; we do not sponsor visas or accept Practical Training applicants for this role.
- Biometrics4ALL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
How to Apply
- Submit your resume through Handshake.
- Tell us in a sentence or two why this role caught your eye - we read these.