Bilingual Senior Specialist, Store Technical Support (FR/EN) / Spécialiste Senior Bilingue, Support Technique en Magasin (Français/Anglais)

About the role

E-commerce got real-time data infrastructure decades ago. Physical stores still have not. RADAR is changing that. RADAR is building the data infrastructure layer for the physical world, starting with retail. Our hardware-enabled SaaS platform uses proprietary overhead sensors, software, and AI-powered analytics to locate every product in a store, continuously, down to the fixture. We are deployed across 1,400+ stores with retailers including American Eagle Outfitters and Old Navy, processing tens of billions of real-world events every day, delivering 99%+ accuracy in complex, noisy environments - at fleet scale. RADAR is one of the best-funded companies in retail technology, backed by a recent Series B financing at a $1 billion valuation. Inventory accuracy is only the beginning. We believe RADAR can become foundational infrastructure for the physical economy, powering new AI-driven commerce experiences across retail and beyond. Join us if you want to work on a large, unsolved, technically challenging problem with an ambitious team building category-defining technology. 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. 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.
• Y

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