Event Tech Support Specialist

RainFocus, one of the most innovative software companies, is in search of an exceptional Event Tech Support Specialist.

About RainFocus

RainFocus cares about its employees, customers, and the world in which we live. Our rapidly growing team serves Fortune 500 companies like Adobe, Cisco, IBM, Oracle, VMware, and others to prepare and execute in-person, virtual, and hybrid events, across the world. Those events are delivered through our industry-disrupting software platform, with groundbreaking business intelligence, to elevate the attendee experience, streamline event operations, and accelerate marketing results. We are well-funded, growing fast, and building a company that is changing the market — it will be challenging, fun and exciting.

About the Role

As a team member of the RainFocus client success organization, the Event Tech Support Specialist (“TS”) will learn the ins-and-outs of the event delivery process and how the technology works. This role is essential in providing the technical know-how for events around the world. This position will work an adjusted schedule of Thursday - Monday in order to support our events that generally require support over the weekend. As a member of the event delivery team, the TS will work from the RainFocus warehouse and become the knowledge expert on RainFocus onsite technology. This includes: Windows and Mac imaging, badge pinter troubleshooting and maintenance, providing QA for new feature rollouts, and most importantly, providing remote support to our teams around the world with onsite events.

The ideal candidate has a strong desire to learn about new technology and love to “tinker” with hardware. This person needs to be able to think outside of the box in order to solve complex issues. This individual needs to be able to communicate both in-person and digitally to teammates, clients, and contractors. This candidate must be a positive team player. The ideal candidate will face challenges with a desire to be the go-to person to provide a solution.

Essential Responsibilities

• Hardware Support
• Setup, imaging, troubleshooting Windows machines
• Troubleshooting Badge printers
• Managing MDM service for 6000 phones
• Testing new hardware and resources
• Communication
• Working with internal team members to prepare for and support ongoing events
• Gathering details to troubleshoot issues efficiently and without confusion for the staff onsite
• Organization
• Maintaining the RainFocus hardware by routinely doing checks and cleanings
• Tracking inventory issues and documenting the processes related to fixing
• Providing step-by-step instructions on how to use the RainFocus equipment
• Training
• Be available to train the internal teams on best practices

Required Experience/Skills

• Strong technical skills.
• Collaboration on creation of processes to acquire requirements for live event execution.
• .Assist in training new hires and contractors.
• Ability to travel to events anywhere in the country or world on occasion.

Personal Characteristics

The best candidates for this position will have a strong chemistry and culture fit within RainFocus. Applicants need to be comfortable working in a fast-paced, challenging, and dynamic environment. Additional personal qualities include:

• Ability to creatively solve complex problems
• Friendly and outgoing, but assertive when necessary
• Willing to go the extra mile in support of reasonable client requests
• Team-player with a service-oriented mindset
• Self-motivated, thrives in fast-paced environments
• Proactive, relentless learner
• Excited by and eager to take on new challenges and opportunities
• Strong communicator with ability to be self-guided
• POSITIVE personality

Success Measures

• Fully onboarded and productive within 60 days (45 days for Principal Role).
• Client satisfaction.
• Provide weekend support on occasion without escalation.

Location/Travel

• This position will require working full time from our warehouse in Orem, Utah. Remote work is not available.