Hardware Support Representative

At Perry Weather, we're at the forefront of providing innovative weather safety solutions. Thousands of users trust our fast-growing weather safety platform across various industries, including school districts, cities, universities, golf courses, professional sports and more. Our cutting-edge software and connected hardware empower organizations to make rapid decisions when faced with weather disruptions, ensuring the safety of individuals and the smooth operation of activities/events.

We’re looking for a Hardware Support Representative to join our Hardware team and provide Tier 2 support for Perry Weather’s fleet of connected hardware systems. In this role, you’ll troubleshoot field issues, communicate directly with Customers, and work closely with our Hardware, Customer Experience, and Engineering teams to ensure reliability across our nationwide network of weather stations. You’ll be the link between Customers and our Hardware team — solving problems quickly, documenting issues clearly, and identifying patterns that drive long-term improvements.

Key Responsibilities

• Provide Tier 2 support for hardware systems, including diagnosing and resolving field-related issues.
• Manage Customer interactions via phone, email, and ticketing systems, ensuring timely, accurate and professional responses.
• Collaborate with internal teams to escalate complex issues and track resolutions.
• Log and maintain detailed troubleshooting notes in our ticketing and ERP platforms.
• Identify recurring issues or trends and communicate them to Hardware leadership for long-term solutioning.
• Assist with device activations, configuration, and remote diagnostics.
• Maintain a strong understanding of Perry Weather’s hardware and software systems to deliver best-in-class support.

• Alignment with Perry Weather’s Values
• 2–4 years of experience in technical support, customer service, or hardware troubleshooting
• Strong communication and problem-solving skills — able to translate technical details into clear customer language.
• Experience with ticketing and CRM tools (e.g., Zendesk, HubSpot, or similar).
• Hands-on familiarity with connected hardware, networking, or field devices is a plus.
• Highly organized and dependable, with a focus on accuracy and follow-through.
• Passionate about helping Customers, solving problems and improving systems

• Casual work environment. We're located in the vibrant Dallas Oak Lawn neighborhood. As a note, our team is in office M-F! 
• Comprehensive benefits. We offer competitive health insurance plans, 401(k) with employer matching, and a suite of voluntary benefits.
• Engaging culture. Monthly All-Hands, fun events like Office Olympics, happy hours, and more.
• Grow with us. We’re growing rapidly, and yet we have a massive amount of work and opportunity ahead. We are looking for difference-makers.

Note: We value in-person collaboration; therefore, remote work is not an option. This role is fully onsite, Monday – Friday.