Okay, I've searched for Technical Support Specialist roles in Raleigh, NC within the tech industry, full-time positions, requiring 2+ years of experience, and with hybrid work models. I have found 78 positions matching your criteria.

Sure. Here's the analysis:

Job Analysis:

The Technical Support Specialist I at Relay fundamentally serves as the critical frontline connector between the company's innovative communication technology and its diverse customer base, primarily frontline workers using rugged, internet-enabled smart devices. This role is designed for someone who can not only troubleshoot and resolve product issues across multiple channels—phone, email, chat, and video—but also effectively communicate complex technical details in an accessible way to users who may not be technically sophisticated. The emphasis on using tools like Zoho Desk and CRM indicates that the Specialist must be organized and meticulous in documenting customer interactions and technical problems, enabling seamless internal collaboration with teams such as Product, Engineering, and Supply Chain. Given the startup’s dynamic and high-growth environment, the position demands adaptability, time management, and natural curiosity to diagnose and resolve evolving technical challenges without ready-made solutions. Success in this role looks like consistently meeting KPIs, thriving in a collaborative cross-functional environment, maintaining a positive attitude through change, and contributing to delivering a superior customer experience that reinforces Relay's market differentiation. The weekend on-call rotation adds a layer of responsibility and autonomy, highlighting the need for independent problem-solving and sound judgment during off-hours.

Company Analysis:

Relay positions itself as a cutting-edge disruptor in the communication technology space, specifically targeting the often overlooked frontline workforce segment traditionally reliant on limited, outdated communication tools like walkie-talkies. As a Raleigh-based startup with proven product-market fit, the company is navigating growth while pioneering a new product category that merges rugged hardware with cloud-enabled software and real-time data insights. This market position creates a dynamic and fast-paced environment where innovation and customer-centricity are deeply embedded in the culture. The company’s emphasis on building authentic relationships—not just with customers but internally among employees (Relayers)—signals a culture that values collaboration, transparency, and relational trust. Relay’s hybrid work model with required in-office days underscores its belief in strong interpersonal connections to accelerate problem-solving and innovation. The company’s generous benefits and employee-first initiatives reflect a commitment to long-term retention and wellbeing, important for anyone aiming to thrive here. For the Technical Support Specialist role, this means working in a close-knit, mission-driven environment where the ability to grow, adapt, and engage with various stakeholders is just as vital as technical aptitude. This role not only supports the customer experience but also acts as a feedback loop vital for continuous product and service improvement, aligning directly with Relay’s strategic growth and commitment to frontline workforce empowerment.

Absolutely. Here are some mock interview questions that could come up:

• Behavioral: Tell me about a time when you had to explain a complex technical issue to a non-technical customer. How did you ensure they understood?
• Behavioral: Describe a situation where you received constructive feedback that challenged your approach. How did you handle it and what was the outcome?
• Behavioral: Can you share an example of how you managed multiple urgent support requests in a fast-paced environment? What strategies did you use to prioritize?
• Behavioral: Tell me about a time when you collaborated cross-functionally to resolve a customer issue. What role did you play and what was the result?
• Technical: How would you troubleshoot a connectivity issue with a rugged internet-enabled device used by a frontline worker in a remote location?
• Technical: Relay uses Zoho Desk and CRM tools. Can you describe your experience with CRM and ticketing systems and how you used them to enhance customer support?
• Technical: Given that Relay’s devices incorporate GPS, emergency alerts, and voice interfaces, what technical skills or knowledge would you leverage to support these features effectively?
• Technical: How do you stay current with product updates and technical knowledge in a rapidly evolving startup environment?
• Situational: Imagine a customer calls frustrated because their device is not working, and you do not have an immediate solution documented. How would you approach resolving their concern?
• Situational: If you notice a recurring technical issue reported by several customers, but engineering is slow to respond, how would you handle this internally and communicate with affected customers?
• Situational: You are scheduled for on-call support after hours and receive a critical alert from a frontline worker’s device. How do you prioritize and handle this situation?
• Company Fit: Why does working at a startup like Relay, especially one focused on empowering frontline workers through innovative communication devices, appeal to you?
• Company Fit: Relay emphasizes building authentic relationships internally and externally. How do your interpersonal skills and work style align with this value?
• Company Fit: How do you see the role of technical support evolving at a company that is creating an entirely new product category in communication technology?
• Candidate Questions: Can you describe how the support team collaborates with Product and Engineering to incorporate customer feedback into product development?
• Candidate Questions: What opportunities for professional growth and skill development exist within the support team at Relay?
• Candidate Questions: How does Relay measure success for the Technical Support Specialist position beyond KPIs and OKRs?