Support Engineer

Softworld, Inc.
Andover, MA
01 Jul 2024

Vacancy expired!

Support Engineer

Job Description

We are looking for a Support Engineer to expand and grow our Support Team. Support is engaged in almost all parts of the company, so there are constantly new things to learn and experience. The successful candidate must be comfortable constantly learning. We are expanding our product features and reach, so there is always something new to learn. The successful person will see an opportunity where they can add value and take it on. It might be a huge area or a small area. Be the voice of the customers when working with Engineering, Product Management, and the executive team. They will have to be comfortable working with Engineers, Product Managers, Onsite Technicians, Integrators, and all levels of a customer's management staff and be able to discuss issues or improvements to all people, no matter their technical expertise or understanding of our products and features.

A typical day will have the support engineer:

  • Taking cold calls via phone, email and through our Zen Desk call tacking system.
  • Working submitted support cases
  • Delivering some ad-hoc training on a feature or product area
  • Delivering formal training to a group of people via Microsoft Teams
  • Writing up a use case document on an interesting customer request so that others can implement the use case when they have the need
  • Work with development on a customer issue to facilitate the resolution.
  • Work with QA to run some manual tests for an upcoming release or to validate a hotfix for a customer
  • Review a spec for a new feature to view it from a customer's perspective
  • Help Professional Services configure a new customer's environment

Support's Primary Responsibility is to grow our customer base by improving our customers experience and create a seamless intuitive product. This is done several ways.

  • Resolve customer questions and issues quickly.
  • Make sure that we give a complete well thought out solution to the customer.
  • Define and document best practices
  • Constantly talk with customer to understand how we can improve our products and services. Make sure Engineering, Product Management, and Executive management is aware of the customer suggestions or perspective
  • Constant process improvement
  • Be the voice of the customer within our company
  • Constantly building and documenting
  • Build trust relationships with our integrators and direct end customers
  • Be the subject matter specialist on the security solution provided to the customer

Responsibilities:

  • Handle incoming support requests from our Integrators and direct customers. Primarily through phone calls, emails, and remote screen sharing through Microsoft Teams.
  • Backup Professional Services and QA
  • Assist Production with Building new systems (Linux, Windows), help wire Mercury controllers and their SIO boards
  • Configure proprietary web-based Security systems in conjunction with our Professional Services and Customers
  • Remotely Configure and maintain customer Video systems.
  • Remotely Maintain and upgrade Mercury hardware at customer sites
  • Remotely Maintain and upgrade our Destination Dispatch Elevator integration at customer site.
  • Configure and install Person Readers
  • Build and maintain the BluB0X's Demo and QA environments
  • Train integrators, VARs, and End Customer on our hardware and software.
  • Train integrators, VARS, and End Customers on 3rd party hardware and software that is integrated into solutions to customers
  • Write Support knowledge articles to help integrators and customers to find the right solution to their problems and questions.
  • Help design solutions to customer queries.

Desired Skills:

  • Previous Support Experience
  • Technical background
  • Comfortable working in both a Windows and Linux environment
  • Comfortable with simple wiring
  • Familiar with Building Security Systems
  • Familiar with HID (Formerly Mercury Security) intelligent controllers.
  • Familiar with Video Management Systems (Milestone, Avigilon, Exacq, Salient, Genetec, others)
  • Familiar with Intercom systems (2N, Commend, AIPhone, AXIS, Avigilon)
  • Familiar with Knowledge Management Systems, Mindtouch being the one we use.

THIRD PARTY AGENCIES, SUBCONTRACTORS, AND RECRUITERS NEED NOT APPLY. Applicants received from firms will not be considered. Subcontracting is not available for this position.
  • ID: #43741476
  • State: Massachusetts Andover 01810 Andover USA
  • City: Andover
  • Salary: USD TBD TBD
  • Job type: Permanent
  • Showed: 2022-07-01
  • Deadline: 2022-08-30
  • Category: Et cetera