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Technical Support Engineer

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Business Unit Carrier Job ID 30080590 City Remote City State Massachusetts Country United States

Date Posted:

2022-06-02-07:00

Country:

United States of America

Location:

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

Technical Support Engineer Description

AS A 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 in detail, troubleshoot, reproduce, and log software bugs as needed.

  • Contribute content to our growing 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

WHAT WE’RE LOOKING FOR: 

  • Minimum of 2+ years of experience in software support and/or physical security (access control, video surveillance) systems.

  • 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 (card readers, electrified locks, door contacts, exit devices).

  • 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  

  • Excellent interpersonal soft skills

  • Ability to work in a team and on your own

  • Willingness to start early or stay late 

SKILLS WE SEEK:

  • Associate’s degree or equivalent experience with supporting software-based products or Access Control systems.

  • 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 technical support experience is a plus

  • Technical certification/Academic degree

  • Proficiency in Salesforce (preferable).

  • Strong work ethic and sense of commitment.

  • Excellent communication, technical writing, 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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COVID-19 vaccines will be required for all newly hired Carrier U.S. Salaried employees. 

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