Senior Hardware Solutions Specialist
Full-time
Langhorne, PA
About
Tenna is searching for a skilled and solutions-oriented Senior Hardware Solutions Specialist to join our team. In this role, you’ll act as a subject matter expert in hardware systems and device configurations, delivering hands-on technical support throughout the customer lifecycle. You’ll work directly with customers to diagnose and resolve hardware and software issues, while collaborating with internal teams and liaising with hardware vendors to manage field escalations and root cause analysis (RMA/RCA). You’ll also support product testing as part of new hardware development and launches. If you enjoy solving complex technical challenges, driving customer success, and contributing to continuous product improvement—this role is for you.
At Tenna, we believe the best is right in front of all of us, and that each day holds more potential than the one before. We believe every new discovery can lead to something better than we thought possible. When we boil it down, the top five qualities that define the Tenna Team are quality-obsessed, gritty, continuous learners, collaborative problem solvers, and just plain awesome. Sound like you? Join us as we empower our customers to control their mixed assets anytime, anywhere, on one comprehensive platform. Apply now!
Responsibilities:
- Serves as a technical liaison, bridging the gap between internal teams, including but not limited to Sales, Customer Support, Implementation, and Customer Success
- Provides hands-on technical support to customers, including on-site troubleshooting and issue resolution
- Troubleshoots escalated customer issues and manages prioritized activities. Records effective notes in tickets and provides solutions to problems increasing customer satisfaction
- Able to represent the company as a subject matter expert in hardware application and device configurations
- Liaison with hardware vendors to support field escalations and obtain root cause analysis (RMA and RCA)
- Support product testing as part of New Product Development and launch process
- Utilize existing systems in conjunction with field conditions to offer practical insights into hardware best practices and troubleshooting processes
- Takes ownership of client engagement and satisfaction, ensuring timely resolution of client issues
- Proactively reviews accounts for tracker issues and engages with the customer and Account Manager to resolve them
- Collaborate with the Customer Success Team to address hardware concerns of high-risk clients and rebuild relationships
- Actively seeks opportunities to innovate and improve existing processes and tools
- Identifies patterns and trends from observed data to report potential issues, achieve business goals, and solve issues
- Looks for opportunities to streamline and improve processes and tools, discussing proposed changes with Management
- Participates in training sessions to eliminate knowledge gaps and educate the team to maintain best-in-class support
- Flexibly travels on short notice and weekends, up to 30% of the time, per current projects and customer needs
- Triages escalated issues that cannot be solved in real-time by support, following Tenna's process
- Adheres to proper safety protocols and standards
Job Requirements
- Bachelor’s degree strongly preferred or equivalent
- 5+ years of experience in a Hardware Engineer role
- 3+ years’ experience in customer-facing roles such as Field Application Engineer, Product Management, or Technical Sales/Technical Customer Service roles
- Strong understanding of diagnostic tools and methodologies for troubleshooting hardware and software issues
- Demonstrated experience in providing hands-on technical support and issue resolution
- Proficiency in Atlassian tools such as JIRA and Confluence
- Demonstrated experience acting as a technical liaison between internal teams such as Sales, Customer Support, Implementation, and Customer Success
- Excellent verbal and written communication skills, with the ability to document and communicate technical concepts effectively to non-technical stakeholders
- Proven track record of successful customer engagement and satisfaction, focusing on timely issue resolution
- Demonstrated desire to work collaboratively with internal and external stakeholders
- Excellent independent problem-solving skills
- Ability to identify patterns and trends from observed data
- Actively seeks opportunities to innovate and improve existing processes and tools
- Proactive attitude and ability to take ownership of tasks and projects
Benefits, Perks, & Additional Information:
- Full-time opportunity
- Location: Onsite in Langhorne, PA
- Travel is required - 30%
- Competitive compensation packages are offered
- Opportunities for growth and personal development within a highly dynamic team
- Robust, low-cost benefit packages offered
- Benefit coverage begins on the first date of employment
- Paid Time Off and Volunteer Time Off offered
- 401k match. Dependent Care offered
- Employee referral bonuses
