Senior Technical Support Engineer

2 days ago

🏖️ New Jersey – Remote

Although this job is listed in New Jersey, this company may be open to hiring remote in other states.

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Eventide Audio

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Eventide Audio is an award-winning company that specializes in audio and broadcast equipment, including studio processors, effects pedals, and audio plug-ins designed for both studio and live performance. They also provide critical communications recording solutions for sectors such as public safety, government, air traffic control, and security.

Harmonizer brand effects processors • Software audio effects plug-ins • Broadcast delays for profanity and precision delay • effects pedals • studio effects processors

51 - 200 employees

Founded 1971

🔧 Hardware

📱 Media

⚕️ Healthcare Insurance

📋 Description

• Interacting directly with dealers, resellers, integration partners, and end-customers for product related concerns. • Ensuring requests are triaged, accurately categorized for priority and severity, and addressed in an effective and timely manner. • Leveraging effective technical root cause analysis skills and techniques, strategies for defining accurate problem statements, methods for defining steps for issue reproduction, and leadership for addressing issue mitigation and final resolution plans. • Managing issue escalations to the Product Engineering team and effectively facilitating internal and external escalation communications. • Delivering professional services including installation/configuration, health check, issue triage and resolution, and technical or end-user training type engagements. • Assisting with pre-sales engineering engagements. • Documenting customer communications effectively in issue tracking systems, email, or professional services deliverables. • Creating knowledge base articles and contributing to internal and external product documentation. • Expanding product subject matter expertise on a continuous basis and providing mentoring to junior staff.

🎯 Requirements

• Excellent verbal & written communication skills. • Excellent time and schedule management skills, including and daily and travel requirements. • Demonstrated self-motivator & able to work in a professional environment with limited direct supervision. • Notable experience supporting team mentoring and continuous process and product improvement as a component of a routine workflow. • Demonstrated experience delivering both remote and on-site technical support and professional services as a senior level individual contributor. • Demonstrated experience delivering pre-sales engineering assistance in a customer-facing capacity and via drafting of effective product solution diagrams and specifications that consider business and capacity requirements. • Excellent technical issue resolution skills, with emphasis on analytical root cause analysis and assessment of network packet capture type data. • Senior-level technical proficiency with Linux or Windows operating systems, network communications, and application deployment architecture types or components including APIs, mobile, desktop, web, appliance, virtual machine, SaaS, and multi-tiered / blended solutions. • Senior-level technical proficiency with telephony or communications sector products and interoperability standards and methods. • Verifiable education including BS in Computer Science, Computer Engineering, Electrical Engineering, Telecommunications, or minimally 10 years equivalent level of relevant technical experience. • Ability to work nonstandard days/hours, including within an on-call rotation. • Ability to travel from 5-25%.

🏖️ Benefits

• Competitive salary package. • Comprehensive health and wellness benefits. • Opportunities for professional growth and development. • Inclusive and supportive work environment.