Alert Response Support Specialist

ABOUT LVT

LVT is redefining how businesses operate in the physical world, moving beyond traditional security solutions to deliver AI-driven, actionable intelligence that makes sites smarter, safer, and more secure. Since pioneering our first mobile, solar-powered units, our commitment to scrappy, hands-on innovation has made us an established leader and one of the fastest-growing companies in intelligent site technology. We are building the next generation of solutions—from our physical units in the field to a powerful Agentic AI platform—that allows our customers to gain unprecedented visibility and control over safety, compliance, and operations. This is your chance to join a cutting-edge team that isn't just watching the world change, but actively building the technology that is changing it.

We’re a team that’s focused on growth and innovation, and we’re proud that our crew, products, and leadership are being recognized for it.

• A Top-Tier Growth Company: Named one of the Financial Times’ Fastest Growing Companies 2025 and #10 on the Inc. 5000 Rocky Mountain Regional list for 2025.

• Innovative Leadership: Our CEO, Ryan Porter, was named an EY Entrepreneur of the Year 2025, and our CTO, Steve Lindsey, was inducted into the Silicon Slopes CTO Hall of Fame in 2024.

• Product & Software Excellence: We were named one of The Software Report’s Top 100 Software Companies of 2023 and are a winner of the Security Today Govies Award for 2025.

ABOUT THIS ROLE

As an Alert Response Specialist at LVT, you are a critical link in our mission to provide proactive, intelligent site security. You will serve as a subject matter expert in managing complex customer account configurations and alert response preferences, ensuring every data point is accurate and every system is optimized for real-time action. This role requires a sophisticated blend of investigative research, technical auditing, and high-touch internal consultation. By identifying setup discrepancies before they impact the customer, you directly contribute to the reliability of our AI-driven platform and the safety of the sites we protect.

This role is an individual contributor position based in-office out of our Headquarters in American Fork, Utah.

ROLE RESPONSIBILITIES

• Investigate and resolve high-priority ServiceNow cases with precision, ensuring a seamless experience for our global customer base.

• Conduct comprehensive, customer-initiated account audits to validate and optimize alert configurations and response protocols.

• Proactively monitor and manage audit dashboards to identify system improvements and mitigate potential setup risks.

• Partner cross-functionally with internal teams to address and escalate complex technical issues, ensuring swift resolution.

• Serve as a consultant for Alert Response Services (ARS) partners, addressing inquiries and guiding service request fulfillment.

• Drive continuous process improvement by contributing to the evolution of internal documentation and operational workflows.

• Maintain an executive level of professionalism in all internal and external interactions, upholding LVT’s reputation for excellence.

• Measure success through key performance indicators including case resolution speed, audit accuracy, and customer satisfaction scores.

OUR IDEAL CANDIDATE

• Experienced Researcher: You possess at least 2 years of experience in customer service, research, or project management, with a proven track record of handling detailed technical data.

• Strategic Problem Solver: You have the ability to deconstruct complex issues and develop effective solutions with minimal direction.

• Platform Proficient: You are highly skilled in ServiceNow or comparable enterprise-level case management platforms.

• Detail-Oriented & Efficient: You maintain a high degree of accuracy under pressure and possess a typing speed of 50+ WPM.

• Collaborative Communicator: You can translate technical configurations into actionable insights for both technical and non-technical stakeholders.

• Agile Learner: You thrive in a fast-paced, high-growth environment and are eager to master new technologies as our platform evolves.

• Owner Mindset: You take personal accountability for the integrity of customer data and the overall success of the Alert Response team.

BENEFITS

We believe you do your best work when your whole life is supported. We invest in our crew’s health, families, and financial futures with a benefits package designed to support you inside and outside the office.

LVT IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All candidates must pass a drug screening and background check upon employment. Some roles may also require passing a federal background check and fingerprinting. Must be authorized to work in the U.S. If reasonable accommodation is needed to participate in the job application or interview process, and/or to perform essential job functions, please reach out to your recruiter.