Technical Support Engineer, Public Safety and Emergency Services Saas – NY

Technical Support Engineer, Public Safety and Emergency Services Saas – NY

Our client is a global leader in public safety technology. They are looking for a Technical Support Engineer to join their Global Operations team in order to provide their clients, national first responders systems (911/112) and governmental sectors worldwide, technical support for our Real-time emergency platform. You will be a part of the integration and implementation process of our innovative Public Safety products in a variety of deployment schemes, and ensure that our customers receive the highest level of service 24/7.

Requirements:
At least 2 years of experience as a Technical Support Engineer or IT/NOC high Tier role in a global company including:

1. Performing in-depth analysis of technical faults, log analysis and reproduction of technical problems in a lab environment.
2. Escalation management – Escalating complex problems to higher tiers and providing results and action plan to lower tiers.
3. Proven knowledge and experience in networking, connectivity, and full knowledge of the OSI model, deep understanding of 1-7 Network Layers.
4. Must have experience and knowledge in Cisco UC components, Linux OS administration.
5. SNMP, Syslog protocols knowledge, used and configured monitoring platforms.
6. Experience in SaaS-based product support & troubleshooting.
7. Windows server/workstation support experience.
8. Must be an outstanding analytical thinker and problem solver, comfortable working in data analytics and able to resolve complex problems independently.
9. Experience with customer relationship management systems (CRM).
10. Willingness to travel to customers - Up to 10%.

Nice to have:

1. Understanding and knowledge of Streaming Technologies: SIP, RTSP, RTMP, SIP-to-PSTN gateways, SIP Trunk, Wowza, WebR.
2. Writing SQL queries.
3. AWS CLI and/or PowerShell scripting experience.
4. Additional languages.

Description / Responsibilities:

1. A focal point for all customer-facing production issues from inspection till resolution.
2. Provide Technical client support for customers worldwide, via phone, E-mail, web and remote sessions.
3. Maintain customer’s CRM support tickets.
4. Analyze and resolve operational and technical issues raised by the customer.
5. Improve client references by writing and maintaining documentation.
6. Obtain vast knowledge in software installation, functionality and configuration.
7. Carry out debug sessions independently.
8. Perform production system and home system upgrades.
9. Generate and maintain support procedures, best practices and guidance in shared community platform.