Technical Service Representative

About TouchSource

We’re a Colorado based company in the Property Technology industry, and we’re growing by double digits as an industry leader. At TouchSource, we do things differently. TouchSource delivers simple solutions for smart spaces that engage people. We believe in excellence and execution. We create partnerships and collaborate transparently to deliver a different kind of experience for our customers. We believe in simplicity. We’re a good partner to our customers. And we bring innovation to everything we do. Just ask the 10,000 customer we’ve proudly served the TouchSource way.

About the Job

We are seeking a Technical Services Rep with 5 years of experience to join our Technical Services team and support a large, distributed, cloud-centric digital signage platform used by customers across the United States. This role is highly technical and customer-facing, and is mainly performed at the TouchSource office in Lafayette, CO —Customer contact is handled through a ticketing system, phone, and email.

The ideal candidate is comfortable working across operating systems, networks, hardware endpoints (media players, displays, and peripherals), and cloud-based services, and can explain technical issues clearly to non-technical audiences while maintaining excellent “bedside manner” with customers.

Essential Functions:

• Provide technical support to customers via a ticketing system, email, and phone
• Act as a direct point of contact for customers, delivering professional, courteous, and clear communication at all times
• Troubleshoot and resolve issues across Windows and Linux operating systems
• Diagnose and resolve network connectivity issues including WiFi, Ethernet, DNS, and DHCP
• Support hardware devices, peripherals, and embedded systems through remote triage and guided troubleshooting
• Perform remote diagnostics and remediation using remote access and remote monitoring tools
• Provide remote-only troubleshooting and guidance; coordinate with customer onsite contacts or third-party technicians when hands-on assistance is required
• Analyze logs, system metrics, and error conditions to determine root cause
• Assist in troubleshooting web-based applications and services (CMS/admin portals), including basic web server, browser, and rendering issues
• Troubleshoot digital signage playback issues (content scheduling, player health, codecs, resolution/orientation, and display connectivity)
• Escalate complex or systemic issues and collaborate with Engineering, Networking, and Operations teams
• Maintain thorough and accurate documentation of incidents, troubleshooting steps, and resolutions
• Contribute to internal documentation, knowledge base articles, and standard operating procedures
• Identify recurring issues and recommend automation, tooling, or process improvements
• Participate in scheduled support coverage and on-call rotations as required

Essential Qualifications:

• 5 years of experience in a technical support, systems support, or help desk role
• Strong working knowledge of Linux & Windows desktop operating systems
• Solid understanding of networking fundamentals including TCP/IP, WiFi, DNS, and DHCP
• Basic understanding of HTML and CSS, including how web pages are structured and rendered
• Basic familiarity with web servers such as IIS and/or NGINX
• Experience using remote access and support tools such as BeyondTrust / Bomgar
• Experience with Remote Monitoring & Management (RMM) platforms
• Experience working with Salesforce or similar CRM / case management systems
• Proven ability to communicate clearly and professionally with customers via email and phone
• Strong analytical, troubleshooting, and documentation skills
• Familiarity with AI tools for troubleshooting, analysis, summarization, or automation
• Customer-first mindset with strong interpersonal and communication skills

Preferred Qualifications:

• Experience supporting large fleets of distributed or remote devices
• Familiarity with digital signage ecosystems (players/media devices, content management systems, scheduling, and display hardware)
• Experience with cloud platforms such as AWS or Azure
• Basic scripting or automation experience using PowerShell, Bash, or Python
• Experience creating or consuming reports and dashboards related to system health or support metrics

Success In The Role:

• Customers receive timely, clear, and professional support.
• Technical issues are resolved efficiently with well-documented root cause analysis.
• Strong ownership of issues from first contact through resolution.
• Clear communication with customers and internal teams.
• Proactive identification of trends, improvements, and opportunities for automation.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The employee will normally work in a temperature-controlled office environment, with frequent exposure to electronic and office equipment. This is a hybrid role located in Lafayette CO. To ensure good communication, the employee must be in-person in the office plus attendance at additional in-person meetings as required.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• · Prolonged periods sitting at a desk and working on a computer.
• · Must be able to lift up to 15 pounds at times.

Travel:

There is minimal travel required for this position.

Salary Range:

$58,000 to $80,000

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance
• Volunteer time off

Ability to Commute:

• Lafayette, CO 80026 (Preferred)

Work Location: Hybrid remote in Lafayette, CO 80026

Job Type: Full-time

Pay: $58,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Application Question(s):

• Describe how you have utilized AI to solve a problem in the last 2 years. Which AI did you use? Did you solve the problem with just one AI agent or did it take more than one?
• Do you have any experience with scripting on Windows or Linux systems?

Experience:

• Customer support: 5 years (Required)
• Salesforce: 1 year (Required)
• Microsoft Office: 2 years (Required)

Work Location: Hybrid remote in Lafayette, CO 80026

Salary : $58,000 - $80,000