Role description
Technical Operations Specialist
Plum Laboratories Inc.Technical Operations Specialist
Overview
We are seeking a highly motivated and detail-oriented Technical Operations Specialist to join the Plum team and support day-to-day technical operations, customer support activities, and internal technical projects. This role is hands-on and execution-focused, working closely with the Technical Operations Manager, engineering, sales, and external partners. The ideal candidate will have experience supporting mobile router solutions, will enjoy solving problems, supporting customers on the phone and via email, and contributing to continuous improvement across technical processes and products.
This position may require travel and will require periodic on-call support during evenings and weekends. Initially, the role may be based out of a home office with the potential to transition to a Plum office.
Responsibilities
Technical Support & Customer Assistance
• Provide front-line technical support via phone, email, and ticketing systems.
• Troubleshoot hardware, software, and connectivity issues related to Plum products.
• Escalate complex issues to senior technical staff while maintaining ownership of follow-up.
• Assist with customer demos and technical sales support as needed.
Operational Support
• Support daily technical operations, including ticket tracking, documentation updates, and workload coordination.
• Assist in monitoring KPIs and identifying areas for process improvement.
• Help implement automation or tooling enhancements to improve support efficiency.
Customer Onboarding & Training
• Assist with customer onboarding activities, including system setup and initial configuration.
• Support the creation and maintenance of onboarding documentation and training materials.
• Provide training assistance to customers and internal team members.
Technical Projects & Compliance Support
• Participate in technical projects under the direction of the Technical Operations Manager.
• Assist with tasks related to technical standards, security compliance, and product lifecycle management, and other projects.
• Help coordinate project activities, timelines, and documentation.
Product Knowledge & Testing
• Develop and maintain strong working knowledge of Plum products and services.
• Assist with product testing, validation, and quality checks for new and existing products.
• Support competitive product research and testing as assigned.
• Coordinate with technical vendors for product updates, documentation, and training.
Documentation & Continuous Improvement
Technical Operations Specialist
• Assist with the creation and maintenance of technical documentation.
• Capture recurring issues and recommend improvements to products or processes.
• Contribute to knowledge-sharing and best-practice development within the technical team.
Other Duties
• Perform other tasks and responsibilities as assigned.
Qualifications
• Associate or bachelor’s degree (or equivalent practical experience) preferred.
• CCNA or Industry Specific Certifications strongly preferred.
• 2–4 years of technical support or technical operations experience.
• Experience supporting hardware, networking, and/or broadband-related solutions.
• Strong background in cellular and traditional networking.
• Experience configuring and troubleshooting mobile router/gateways.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Customer-focused mindset with a positive, service-oriented attitude.
• Ability to manage multiple tasks and prioritize effectively.
• Self-starter with strong interpersonal skills and the ability to work cross-functionally.
• Ability to work on-call shifts during evenings and weekends as required.
• Experience with NetSuite or similar ERP/CRM systems (preferred).
• Proficiency with Microsoft Office tools (Word, Excel, PowerPoint) and virtual collaboration tools such as Microsoft Teams.
• Ability to work successfully from a home office and as part of an in-office team.
Plum Laboratories, Inc. is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, marital status, national origin, age, sexual orientation, handicap, disability, or any other protected class status pursuant to applicable law.
Qualified candidates should send resumes to Careers@plumcases.com. O nly resumes sent to this email address will be considered. Please add Technical Operations Specialist to the email subject line.
About Plum Laboratories
(www.plumcases.com)
Plum Laboratories was founded in 2016 to provide a portable communication solution law enforcement. Today, Plum Laboratories has more than 10 patents and has set the standard for easy-to-use, portable, high-speed data communication equipment. At the flip of a switch, our ultra-powerful, secure, and reliable family of products helps organizations thrive—regardless of connectivity disruptions, remote locations, or natural disasters. When communication is mission critical, a Plum Case® matters.