Technical Software Product Support Engineer

Yesterday

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Otis Elevator Co.

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Elevators • Escalators • Moving Walkways • Service • Modernization

10,000+

Description

• Provide technical support for Otis digital products • Communicate and consult with customers to derive their requirements (cyber, network, functional) • Represent the technical capabilities of Otis products to the customer • Identify industry trends and drive strategy with Product Management • Interface with the Otis cyber organization • Review and respond to customer specifications and surveys • Provide technical support during implementation of networking rules for OTIS’ digital products • Develop and/or define tools to efficiently troubleshoot and support networking issues • Create and administer product certificates • Collaborate with engineering on connectivity and subscription solutions for our digital products • Lead for planning and deploying over-the-air updates to digital products supported by the COE • Develop custom networking solutions for major projects & high-priority customers • Perform technical root cause analysis of field issues and work with the development and field teams toward resolution • Adhere to OTIS three Absolutes: Safety, Ethics and Quality

Requirements

• 8+ years of experience, including remote technical support experience • Understanding of networking fundamentals (network security, firewalls, L2/L3, VLANs, VPNs, proxies) • Understanding of basic cyber security requirements and how they dictate system solutions • Comfortable communicating with all levels of organizations – Otis internal (mechanics, salespeople, project managers, Branch Managers, remote experts, monitoring center staff, etc.) customers and vendors • Familiarity with databases, web servers, mobile applications, UI/UX, and integration • Strong technical root cause analysis capabilities • Ability to navigate in a Linux environment • A strong customer focus and collaborative approach while working with global field personnel, regional engineers and experts and engineering • Adhere to OTIS three Absolutes SAFETY, ETHICS and QUALITY