Senior Technical Support Engineer

• Provide 3rd line engineering support to the product.
• Under minimal supervision, serve as Tier 3 subject matter expert for Public Safety end-user applications for recording playback, analysis, reporting and system monitoring.
• Communicate with regional support teams (worldwide) and other stakeholders, verbally and in writing, in a professional and diligent manner. Ensure customers are satisfied prior to closing support issues.
• Coordinate with team members to manage and contribute to daily team workload.
• Work with all stakeholders to efficiently gather, validate, and document technical information needed to resolve or escalate product issues.
• Perform and document root-cause analysis as needed to resolve or escalate software and deployment issues.
• Contribute to process and troubleshooting documentation in the support knowledge base.
• Help foster innovation in tools and processes to make support more effective and efficient.
• Adhere to defined technical support process and offer improvements as necessary.
• Assist product teams to successfully introduce new products/versions.
• Understand and adhere to compliance standards as they appear in the Employee handbook, Corporate Compliance Policies, Code of Conduct and Conflict of Interest Policy.

KNOWLEDGE, SKILLS, AND ABILITIESUnderstanding of:

• SQL Server (DBA activities, experience with SQL queries, functions, and stored procedures)
• Experience of SQL Scripting
• Windows server (IIS, Windows security, optimization, and troubleshooting)
• Networking fundamentals (TCP/IP, LAN, WAN, VPN routing, Audio codec,)
• Modern telecommunications (telephone, VoIP, PBX)
• Security and encryption fundamentals (SSL/TLS, SSH, PGP)
• Basic understanding of Virtualization and cloud concepts.

Skills:

• Meticulous about documentation and record-keeping
• Strong communication skills (verbal, listening, reading and writing skills)
• Demonstrated problem solving, troubleshooting and analytical skills
• Work successfully in a strong team environment, learning rapidly, and developing relationships within and across teams
• Multi-tasking and time-management skills are essential to switch between varied tasks
• Remain focussed and calm under pressure, with patience and perseverance to succeed

EDUCATION AND EXPERIENCE

• BS in Computer Science, Engineering, or Mathematics; equivalent work experience considered
• 5+ years of experience supporting enterprise software applications and system integrations

OTHER INFORMATION

• Flexibility in working hours is essential, as remote sessions with global customers are needed outside of normal working hours.
• There may be an infrequent need to travel to customer or partner sites, worldwide.