Technical Support Engineer | Carbyne
Description

Carbyne is looking for a Technical Support Engineer to join our Global Operations team in order to provide our clients, national first responders systems and governmental sectors worldwide, technical support for our Real-time emergency platform. You will be a part of the integration and implementation process of our innovative Public Safety products in a variety of deployment schemes, and ensure that our customers receive the highest level of service 24/7.

 

Location: You can work remotely from any region in Mexico :)



Description / Responsibilities:

  1. A focal point for all customer-facing production issues from inspection till resolution.
  2. Provide Technical client support for Carbyne`s customers worldwide, via phone, E-mail, web, remote and on-site sessions.
  3. Maintain customer's CRM support tickets.
  4. Analyze and resolve operational and technical issues raised by the customer.
  5. Improve client references by writing and maintaining documentation.
  6. Obtain vast knowledge in software installation, functionality and configuration
  7. Carry out debug sessions independently.
  8. Perform production system and home system upgrades.
  9. Generate and maintain support procedures, best practices and guidance in Carbyne`s shared community platform.


Who we are?

Carbyne is a global innovation leader in public safety technology. Our technology unifies the flow of life-saving information to emergency call centers (ECCs) onto one simple platform. By using Carbyne’s innovative cloud-native tools like live video, instant chat, dynamic location and more, ECCs can now fully connect to an incident, sharing the information with emergency units, increase its response efficiency and ultimately save lives every day.

Our platform is being used in over eight countries around the world and we provide services to over 240,000,000 people and manage 450,000 emergency calls a month.

Join us, and create a better Now!

Requirements

 Must-Have:

  1. At least 3 years of experience as a Technical Support Engineer in a global company.
  2. Performing in depth analysis of technical faults, log analysis and reproduction of technical problems in a lab environment.
  3. Escalation management - Escalating complex problems to higher tiers and providing results and action plan to lower tiers.
  4. Proven knowledge and experience in networking and full knowledge of the OSI model, deep understanding of 1-7 Network Layers.
  5. Understanding and knowledge in firewall and proxy configuration and strong understanding of Windows internals.
  6. Experience in SaaS based product support & troubleshooting.
  7. Understanding and knowledge in VoIP.
  8. Experience with customer relationship management systems (CRM).
  9. Highly organized and detail-oriented.
  10. Must be an outstanding analytical thinker and problem solver, comfortable working in data analytics and able to resolve complex problems independently.
  11. Fluent English- A must!
  12. Ability to travel for client visits - When Necessary.


 Nice To have:

  1. Understanding and knowledge of Streaming Technologies: SIP, RTSP, RTMP,, SIP-to-PSTN gateways, SIP Trunk, Wowza, WebR
  2. Writing SQL queries
  3. AWS CLI and\or powershell scripting experience 
  4. Active Directory experience
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