Customer Support and Software (iOS) Technician DetectionTek LLC Boulder, CO Job Details Full-time $32 - $38 an hour 10 hours ago Benefits Paid holidays Health insurance Dental insurance Paid time off Vision insurance Qualifications Software issue identification Microsoft Outlook Defect resolution root cause analysis Bug Tracking (Quality assurance practices) Cellular networks Smartphone (troubleshooting support) Interpersonal skills Spreadsheets iOS Bug Reporting (Quality assurance practices) High school diploma or GED Managing clients in a customer support role Attention to detail Customer relationship management (CRM) systems (technically supported) Customer support Defect tracking tools Debugging 802.11 (Wi-Fi) Failure analysis 4G/LTE VPN Full Job Description DetectionTek LLC is hiring a Customer Support & Software Technician to be the primary point of contact for customers using our cytometer instruments and companion iOS app for the air quality industry. This role owns the customer experience end-to-end: fielding support calls, troubleshooting the app and iPad/instrument connectivity, and working directly with our development team to reproduce, document, and verify fixes for software issues. This person will also assist with instrument calibration and other production tasks as needed, but the core of the role is software and customer support, not hardware assembly. Reporting directly to the COO, this role interfaces daily with customers and works closely with our software developer to close the loop between customer-reported issues and shipped fixes. DetectionTek's iOS app is central to how customers use our instruments, and most of the support burden our team carries today traces back to app and iPad-related issues rather than the hardware itself. We need someone who can own that problem: take the call, understand what's actually going wrong, reproduce it, document it clearly enough for a developer to fix it without guesswork, and verify the fix once it ships. This is a highly cross-functional role that combines customer service instincts with real technical curiosity about how the app, instrument, and iPad interact.

Responsibilities:

Customer Support Serve as the primary point of contact for customer technical support inquiries — phone, email, and in person Walk customers through troubleshooting steps for app, iPad, and instrument connectivity issues Diagnose and resolve common issues such as failed report generation, upload errors, orphaned scan data, and instrument ID/communication problems Assist customers with iPad settings that affect performance (Wi-Fi Assist, Auto-Join, VPN, MDM/JAMF, Guided Access, LTE/Wi-Fi switching) Coordinate return/repair (RMA) intake, diagnosis, and turnaround for customer instruments Maintain a professional, patient, and solutions-oriented tone in all customer interactions Software Ownership & Bug Resolution Reproduce reported app issues and document the exact failure mode (steps, screenshots, screen recordings) so our developer can fix them without back-and-forth Test app updates and TestFlight builds before and after release to confirm fixes actually resolve the reported issue Maintain a running, prioritized log of open software issues and their status Flag patterns across support calls that point to a systemic app or workflow problem, not just a one-off user error Work directly with our developer to translate customer-facing symptoms into clear, reproducible bug reports Training & Documentation Help build and maintain in-app guided training content and an in-app link to the user manual Maintain and improve the iPad/iOS setup guide (settings checklist, known conflicts, MDM guidance) so it's accessible from within the app Identify where better error messages, visual cues, or guardrails (e.g. preventing deletion of areas with active scan data, blocking unsupported characters) would eliminate recurring support calls, and communicate these needs clearly to development Create simple visual aids (e.g. short how-to GIFs or step-by-step guides) for common physical procedures like battery swaps Production Support (as needed) Assist with instrument alignment, calibration, and troubleshooting during periods of higher production demand Assist with basic assembly or testing tasks as needed to support the production team Use logical troubleshooting techniques to help diagnose instrument-level issues and distinguish them from app/software issues General Documents actions and resolutions to build an internal knowledge base for recurring issues Maintains safe and clean working environment by complying with procedures, rules, and regulations Other duties as prescribed Required (Basic)

Qualifications:

Strong, patient, and professional verbal and written communication skills — comfortable being the primary voice customers hear when something isn't working Genuinely comfortable with technology: iOS/iPadOS settings, apps, Wi-Fi/cellular networking basics, and troubleshooting logic Able to systematically reproduce a reported problem rather than guessing at a cause — methodical, patient, detail-oriented Able to clearly document a bug or issue in writing (steps to reproduce, expected vs. actual behavior) for a developer who wasn't there when it happened Comfortable reading basic instrument/mechanical documentation and following procedures, even without a technical background Must be able to lift up to 50 pounds, on occasion, and assist with production tasks when needed This position will work full time at 40 hours a week Ability to work in the U.S. without sponsorship now and in the future No relocation is offered for this role. Candidates must reside within 50 miles of the Gunbarrel, CO facility Active Duty Military Service member candidates are exempt from the geographical area limitation Independent, able to work effectively with limited supervision Documentation writing skills

Required Job Skills:

Strong and effective verbal and written communication skills, especially with external customers under stress Comfortable navigating iOS/iPadOS device settings and diagnosing connectivity issues (Wi-Fi, cellular, VPN, MDM) Ability to break down a vague customer complaint ("it's not working") into a specific, reproducible problem Comfortable using ticketing, documentation, or bug-tracking tools (or willing to learn) Competency in Microsoft Excel, Word, and Outlook Strong problem solving and decision-making skills Ability to manage multiple open issues and set priorities to meet deadlines Must be detail oriented and highly organized Must have a friendly disposition that enhances a team-building atmosphere Must be legally employable in the United States Safety conscious Quality driven Other Qualifications (Preferred): Prior experience in technical customer support, help desk, or QA/testing Experience working directly with software developers to report and verify bug fixes Experience with mobile device management (MDM/JAMF) in a field or enterprise setting Manufacturing, electronics, or optical assembly experience (for the production-support portion of the role)

Education and Experience Requirements:

High School education minimum 2+ years of experience in a customer-facing technical support, help desk, or QA role Experience with iOS devices and app troubleshooting strongly preferred

Benefits:

Flexible Scheduling Paid Holidays PTO Medical and Life (requires standard waiting period) Employee paid Dental and Vision available (requires standard waiting period)

Other:

US citizenship or permanent residence required DetectionTek, LLC is an

Equal Opportunity Employer Job Type:

Full-time Benefits:

Dental insurance Health insurance Vision insurance

Schedule:

Monday to

Friday Supplemental Pay:

Overtime pay

Experience:

Customer support or technical support: 1 year (Required) Ability to

Commute:

Boulder, CO 80301 (Required) Ability to

Relocate:

Boulder, CO 80301: Relocate before starting work (Required)

Work Location:

In person

Job Type:

Full-time Pay:

$32.00 - $38.00 per hour

Benefits:

Dental insurance Health insurance Vision insurance

Education:

High school or equivalent (Preferred)

Work Location:

In person