Senior Technical Support Engineer

Date Posted:

2022-05-20-07:00

Country:

United States of America

Location:

CA6MA: Other MA US Remote Location, Remote City, MA, 06032 USA

Senior Support Engineer Description

AS SENIOR TECHNICAL SUPPORT ENGINEER, YOU WILL:

• Provide technical support and preliminary investigation into customer issues and service requests Respond to escalated technical issues surrounding the Netbox Ecosystem, primarily by telephone, then e-mail and web, or from other team members.

Interfaces directly with customers at various stages of the problem resolution process including understanding customer issues, communicating action plans for resolution, explaining developments, and conveying resolution

• Resolve complex technical issues through research, log analysis, issue reproduction, and advanced troubleshooting

• Work directly with other technical support staff, quality assurance, and development to resolve problems

• Manage own schedule of cases, which includes determining priority levels, negotiating, and setting expectations with customers

• Thoroughly document all support cases, troubleshoot, reproduce and log software bugs as needed, and create new content for the knowledge base.

• Assist in testing and providing feedback on beta products and pre-GA versions

• Be familiar with the Netbox Ecosystem, integrations, support workflows, and best practices

• Mentor and train level 1 and level 2 support engineers

• Work on an escalated issue that requires assistance from Engineering or other related departments

• Help develop and maintain a knowledge base

WHAT WE'RE LOOKING FOR:

• Minimum of 4+ years of experience in software support or physical security (access control, video surveillance).

• Customer-focused and team-oriented.

• Understanding of electronics, computer hardware, electrical wiring, and virtualized environments.

• Experience with troubleshooting software and reproducing software defects

• General knowledge of physical security components (access control, video surveillance desired). Linux or UNIX administration skills & familiarity with navigating Linux or UNIX operating systems and troubleshooting TCP/IP networking and Linux/UNIX systems.

• Must have a passion for troubleshooting client problems and satisfying customer needs

• Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic.

• Excellent interpersonal skills

• Excellent spoken and written skills in English. 2nd language is a bonus.

• Ability to perform high-level troubleshooting

• Previous experience in Support roles or supporting the Netbox ecosystem.

Excellent interpersonal soft skills

• Ability to work in a team and on your own

• Willingness to start early or stay late

SKILLS WE SEEK:

• Bachelor's degree or equivalent experience in supporting the Netbox ecosystem preferred

• Experience with virtualization technology (Virtualbox)

• Knowledge of TCP/IP, DNS (Domain Name System), SSL (Secure Sockets Layer), and other networking concepts.

• Experience working from a command-line terminal.

• Understanding of Access Control components such as electrified locks, door contacts, card readers

• Previous relevant technical experience Technical certification/Academic degree

Proficiency in Salesforce (preferable).

• A strong work ethic and a sense of commitment are requirements.

• Excellent communication and customer relationship-building skills.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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