Technical Support Engineer

6 days ago

Apply Now

Receive Emails with Similar Jobs

Carbyne

WebsiteLinkedInAll Job Openings

NG911 • Call Handling • NG911 plugin for legacy systems • PSAP in the cloud • 911 as a service

51 - 200 employees

🔒 Cybersecurity

📡 Telecommunications

🏢 Enterprise

Description

• Who We Are: Hi! We’re Carbyne and we are on a mission to help Public Safety Agencies save lives every day. • As the leader in emergency collaboration technologies, we’re building a platform that brings operational improvement and game-changing capabilities to people in crisis. • Our platform unifies the flow of life-saving information to emergency call centers, so they can handle emergencies faster than ever, and get to the right people, in the right place, at the right time. • About the role: As a Technical Support Engineer at Carbyne, you will play a pivotal role in ensuring our customers receive exceptional support. • You will work closely with both customers and internal stakeholders, handling complex technical issues related to our SaaS products while adhering to strict Service Level Agreements. • Your day-to-day responsibilities will include diagnosing logic errors, logging bugs, helping prioritize and communicate fixes, and driving improvements in the overall quality of our customers’ experience with Carbyne’s products. • This is a Tier 2 support role, which means you will handle escalated tickets that require in-depth technical knowledge and problem-solving capabilities. • Here’s what you’ll be working on: Collaborate with clients, Customer Success, and on-field Support Teams to resolve intricate issues within Carbyne's platform and optimize functionality. • Elevate critical issues internally, ensuring prompt response, meticulous testing, and effective resolution communication. • Identify and report bugs, working with Engineering & QA teams to prioritize fixes for enhanced customer satisfaction. • Analyze and diagnose issues involving networking methodologies, SIP call flows, and integrations with third-party systems. • Clearly articulate issues affecting service to both customers and internal teams, fostering transparent communication.

Requirements

• Minimum 3 years in a Technical Support/Network engineering role within SaaS or a global company. • Proficient in Jira, Zendesk, monday.com, or equivalent platforms. • Extensive familiarity with monitoring tools such as Datadog, Kibana, PRTG, WireShark, OpsGenie. • In-depth knowledge of network monitoring tools, SNMP, Syslog protocols. • Competence in workstation management, including Microsoft AD, DHCP, DNS services. • Adept understanding of IP technologies within analog gateways (SIP, RTSP, RTMP, SIP-to-PSTN gateways, WebRTC). • Familiarity with SIP call flows and troubleshooting telecommunication systems. • Proficient in SQL, AWS Cloudwatch queries. • Expertise in networking and the OSI Model. • Thorough understanding of the escalation process and analysis of complex issues. • Proficient in reading and comprehending complex logs. • Knowledgeable about firewall, proxy configuration, and Windows internals. • Expertise in crafting tailored procedures and comprehensive customer documentation. • Experience in developing training materials for internal users. • Creative, analytical problem solver with a proven track record of independent work success. • Familiarity with SaaS-based product support and troubleshooting. • Ability to distill complex concepts into layman's terms. • Inclination and capability for self-learning new technologies. • Proactive approach, constantly seeking to innovate and enhance support processes. • High attention to detail and organizational skills in a fast-paced, complex environment. • Standard working hours - Mon-Fri 11:00-20:00 EST • Flexibility to work on weekends and holidays if needed and willingness to travel (~15%) • Customer service-oriented with a passion for assisting others.

Benefits

• Comprehensive medical, dental, and vision insurance • 401k, matching up to 4% of your salary • Parental Leave Policy • Unlimited vacation days • Sick days • Competitive options plan • Health and Wellness Benefits