Professional Service Engineer | Carbyne
Description

Hi, we’re Carbyne. We’re on a mission to help emergency call centers save lives every day. As the leader in emergency collaboration technologies, we’re building a platform that brings game-changing capabilities to people in crisis, such as live video, instant chat, and location tracking. 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. We currently provide services to over 400 million people in over eight countries around the world, and partner with Google, Cisco, Amazon, and Microsoft to deliver life-saving technologies. Want to join our mission-driven team? Read on.

 

About the role

Carbyne is looking for a highly motivated professional service engineer to work on the most advanced public safety technology for emergency services. You will lead onboarding and provide ongoing support to national first responders worldwide, such as 911 centers in the US.

Our dream candidate has the ability to carry out project implementation, maintain documentation of deployments, perform training, and maintain knowledge transfer of the complete implementation. In addition, you will periodically be responsible for providing post-implementation support of Carbyne's national real-time emergency communication platforms. 

As part of this diverse role, you will be responsible for activities ranging from pre-sale support to post-sale deployments and technical support activities. You will be leading onsite and remote installations to Carbyne’s SaaS products and remote upgrades of Carbyne's PBX and call taking platform, and you will also play an important role in the customer’s site and system architecture by following Carbyne’s best practices and your strong technical experience.

This is an exciting opportunity for you to join our US team and become the focal point for all pre-sales and post-sales activities in the region. Furthermore, you will join a passionate team and will be able to innovate, influence, transform, inspire, and grow within the Global Operations organization.

You will work closely with Carbyne's sales and marketing teams as well as with product and engineering to deliver your customers the best solution with professional experience. 

 

Here’s what you’ll be working on:

  • Plan and design end-to-end project deployment activities
  • Provide and/or coordinate off-hour installation and post-implementation support as needed
  • Contribute to the development and maintenance of installation processes and support documentation
  • Provide quality service to customers and partners
  • Work closely with customers to provide advanced technical training/knowledge transfer of each customer deployment

 

Requirements
  • At least 3 years of experience as VOIP engineer with the knowledge of PBX and Call-Center
  • At least 3 years of experience as professional services engineer, or in a similar high Tier role in a global company including: Establishing new sites and environments, performing in-depth analysis of technical faults, logging analysis and reproduction of technical problems in a lab environment
  • Experience in SaaS-based product support & troubleshooting
  • Proven knowledge and experience in networking, connectivity, and the OSI model, and 1-7 Network Layers
  • Experience with building infrastructure to collect, prepare and analyze logs, telemetry, and monitoring data
  • Experience with configuring routers and firewalls
  • Ability to drive results effectively for multiple projects and/or tasks simultaneously
  • Strong verbal and written communication skills, including the ability to interact with senior leaders
  • Ability to communicate effectively and work under pressure, think "out-of-the-box” and develop creative solutions
  • An outstanding analytical thinker and problem solver, comfortable working in data analytics and able to resolve complex problems independently
  • Possess attention to detail and a sense of urgency
  • Willingness to travel to customers, up to 30% of the time


Bonus points for:

  • Experience within the public safety industry, with ENP Certification / NG911 experience 
  • Knowledge with Cisco UCS and/or free switch 
  • SNMP, Syslog protocols knowledge, used and configured monitoring platforms
  • Knowledge in managing Active Directory, DHCP, and DNS services
  • Windows server\workstation support experience 
  • Understanding of streaming technologies: SIP, RTSP, RTMP, SIP-to-PSTN gateways, SIP Trunk, Wowza, WebRTC
  • Ability to write SQL queries
  • Experience in powerShell scripting
  • The ability to speak additional languages


What else we’re looking for:

We’re a mission-driven team with a strong set of values. We take them pretty seriously here at Carbyne, and want to make sure that anyone who joins our team takes them seriously, too. If you grabbed coffee with any of our team members, you would see that we:

Innovate. We think differently, and don’t lean on standard conventions.

Strive to be better. We’re always looking to improve. We define goals and measure ourselves against them regularly. 

Take ownership. We own our actions, complete our missions, and hold ourselves accountable for both. We care deeply about the success of Carbyne, our customers, our partners, and each other.

Are customer-first. We focus on making sure our customers are successful, and we build trust and practice full transparency at all times.


Benefits and perks - because you matter:

  • Comprehensive health insurance
  • 401k, matching up to 4% of your salary
  • 12 weeks of full payment for maternity leave
  • Unlimited vacation days
  • Competitive options plan
  • Reimbursement for internet and phone expenses
  • One-time budget for purchasing home office settings
  • Reimbursement for commuter expenses (if you work in the office)
  • Unlimited Udemy courses
  • Meal plan ($13/day)

 

Carbyne believes that every person has a right to equal employment opportunities without discrimination due to race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status, disability, pardoned record of offences, or any other basis protected by applicable law. We also strive for a healthy and safe workplace and strictly prohibit harassment of any kind.

Note: We’re unable to sponsor employment visas at this time.

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