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 the on-boarding and provide on-going support to national first responders word-wide, such as 911Centers in the USA.
The ultimate candidate will demonstrate the ability to carry out project implementation tasks, maintain documentation of the deployment, perform training and maintain knowledge transfer of the complete implementation. In addition, this role 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 the Carbyne 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 Sales and Marketing teams as well as with Product and Engineering ones to deliver your customers the best solution with professional experience.
Core Expectations:
- Work closely with the customers to provide advanced technical training/knowledge transfer of each customer deployment
- 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
- Committed to providing quality service to customers and partners
Location: You can work remotely from any state in the US :)
Must-Have:
- 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/any similar high Tier role in a global company including: Establishing new sites and environments, Performing in-depth analysis of technical faults, log 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 full knowledge of the OSI model, deep understanding of 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 to work under pressure, think "out-of-the-box” and develop creative solutions
- Must be an outstanding analytical thinker and problem solver, comfortable working in data analytics and able to resolve complex problems independently
- Must possess attention to detail and a sense of urgency
- Willingness to travel to customers- Up to 30%
Nice To Have:
- Experience with 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 and knowledge of Streaming Technologies: SIP, RTSP, RTMP, SIP-to-PSTN gateways, SIP Trunk, Wowza, WebRTC
- Writing SQL queries
- PowerShell scripting experience
- Additional languages
